Complaint: Covid-19 related cancellation

on 31 December 2020 about Swoop Airlines in category Airlines

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My complaint:

I had flights booked from Edmonton to Toronto, leaving Dec 23 and returning Dec 30. Following the announcement of Ontario’s Covid-19 lockdown over the holidays, I decided to cancel the trip. The travel was non-essential and it would not be legal for me to stay with anyone upon arrival.

Swoop refused to compensate me for the cancellation. I did not expect a refund but a travel voucher, and perhaps reimbursement for my checked bag. I was informed that the airline policy was not affected by outside variables. In this case the variable would be that the airline was promoting unlawful travel. I was advised by a Swoop representative to call my credit card provider and inquire about travel insurance instead. When I called them, they told me that the airline should in fact provide compensation. I then contacted the Canadian Transportation Agency, and was informed that because the cancellation was related to politics in my area of travel, I should be granted a voucher – one that does not expire in under 24 months. As I am sure airlines are well aware, the CTA is working to meet the needs of travellers who have been put out during this trivial time.

This complaint is a precursor to the complaint I will be filing with the CTA.

Thank you

0 0 votes
Justified complaint?

Suggested solution:

I expect a travel voucher for the amount that I spent on flights and to check a bag - $298.20. I also expect that this voucher be valid for a minimum of 24 months.

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