My complaint:
Flight from Punta Cana to Toronto experienced multiple delays.
Original departure time of 1:40 PM on May 20th.
Swoop sent notifications about delays, rescheduling to 2:30 PM, 3:00 PM, and finally 3:40 PM.
Delays attributed to a Traveller Medical Incident involving a flight attendant.
Swoop implemented selective boarding, leaving around 20 passengers behind.
Airport representatives had limited information and no customer service support from Swoop.
Attempts to contact Swoop directly proved difficult.
Passengers were left without information on alternative flights or compensation.
Provided airport desk phone number turned out to be internal and inaccessible.
Uncertainty about available flights for the next day due to previous cancellations.
Received an email from Swoop with an Options link to check available flights, but it led to an error page.
Some passengers managed to book last-minute flights at their own expense.
Others, including friends, had to return to the complimentary hotel.
Swoop sent an updated itinerary seven hours after the original flight, rescheduling for May 27th at 1:40 PM, a week later than planned.
Suggested solution:
We need a compensation for the flights that we had to book with aircanada which cost us CAD 1,680. After talking to Swoop they refunded us tickets and a 500$ voucher which we denied but they still sent. We will never use the voucher since we will never use their services at any point.
