My complaint:
We had a trip to Whistler for March break. But because the mountain was closed due to the Covid crisis we were unable to go. Swoop offered their Modyfly option for free because of the crisis. But this option was not offered if the timeframe was within 24 hours of the flight. We found out about 12 hours before our flight. I tried to use the Modyfly option but was not allowed to because of the restriction. I called Swoop and waited 6 hours on hold before I gave up. I sent an email to Swoop explaining the problem and they said because of my error not using Modyfly there was nothing they could do. Even though their website says you cannot use Modyfly within 24 hours of the flight.
I really do not know what I could have done. I tried for hours to figure out a solution but could not. My last chance was to see how much it would cost to change my flight. It asked for $340 to do this but asked me to pick some dates. I had no idea what dates to choose. So I figured i would choose March Break the next year but it was not offered. The dates to change the flights were not any we could use. Besides, I was really apprehensive paying even more money. I did not want to lose more than what we already did.
I really do not know what I could have done and there was nobody available to answer any questions. Very frustrated.
Suggested solution:
I would like them to let me pay the $340 charge to change our flights. If our new flights are cheaper that is fine. If our flights are more expensive I will pay the difference.
Thank you very much for your time.
