Complaints

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a flight with swoop airlines flying out of *******, ******* flying to *******, ******* for April 21st through to April 26th. As you can imagine with booking a vacation, you rent a car and book hotels. Swoop airlines has a 24 hour cancellation policy from when you book your ticket, after that all flights are non refundable. A week after I booked my flight, they changed the flight to 50 hours later return that I had originally planned. That means returning over two days late. Not only does this affect travel plans, but also affects my job as a nurse. As you can imagine time off as a nurse right now is hard enough as it is. I attempted to contact the airline to settle this as I wanted a refund on the flight as they had changed it. I was told that in the terms and conditions that I had originally accepted, that even if they changed the flight it was still non refundable as I accepted the conditions. The airline charges 15 dollars to take to a live agent on the phone and that is if you get through. I sat on the phone for over an hour without anyone answering and then got hung up on. I then went to social media and finally got a reply on ******* stating that no refund would be provided. My sister who also booked got a refund stating that what they were doing was against the passenger **** of rights. The agent I messaged with stated that agent had made a mistake and there was nothing else he could do. He stated he would cancel my sisters refund if thats what I wanted, to which I stated that is not what I wanted. I am beyond frustrated with this. I booked a vacation and I am now out 400 dollars as I have to book a new return flight home. They are not following the passenger **** of rights and I would like to have a refund on my ticket. Thank you so much. For reference my booking code is #******

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I should state first that I submitted a claim to Swoop on Jan 17, 2022 in which I received a return email saying my claim was received and I was told I would hear back in 30 days. It is now Feb 25, 2022 and I have not received any feeback from Swoop.My return flight with Swoop #***** from *************** to ******** was cancelled. My confirmation # is ******.There were no available agents from Swoop to speak to at the airport and no chat line available. I was given an email saying there were free hotel options until a flight could be found but I had to get home on Jan 16, 2022.I booked a return flight on Westjet, their sister company, to return home to ******** the same day as the original departure of Jan 16, 2022. The flight # was ****** to ********* and then ****** from ********* to ********. Reservation code ******.I paid $376.26 for this flight. I also paid a baggage fee to be on my Swoop flight #***** for $62.40.I would like a response from Swoop and I would like to be refunded in full the amount of $438.66 for the flight I booked home and the baggage which was paid for on the return flight with Swoop.

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