My complaint:
5th of feb2022, my flight was at 0820. I arrived at check in around 0645. Got checked in at 0720. Got boarding pass, personal bag tags, paid $63 for checked in baggage. Checked in agent was very rude. She gave me boarding pass and asked to go to B and C gate for security check. I lined up. There were I believe more than four hundred passengers. Nobody will let me go ahead. I was waiting. Then it was 0755. I sneaked out somehow and told security person that my flight is at 0820. She said to go to swoop airline and swoop airline person could take me through security check. I ran to swoop airline and told her. She just made one phone call and told me that gate is closed. I was begging her to do something. But she was just on her phone roaming around and I kept on following her, thinking she would do something. But it was already 0820. She is like I can’t do anything, go book another flight. I was so stressed. Nobody knew about my checked baggage. Whether it was gone or was in Toronto. Swoop agent didn’t have any knowledge of anything. Then other agents came there, and they checked who did my check in. So other lady said they all took their own passengers through the security and why not my agent. My agent didn’t tell me anything. I was trying to ask their name but they said its against their protocol to tell any body’s name and asked me to call customer service. I talked to Allan Copper. I was with Allan and supervisor Sarah for more than one hr. On the phone. Allan said he would give me $150 waive off exceptional and I had to pay $118. I said its too much. I have to rent a room in hotel, get the taxi buy clothes and other things, I didn’t have anything with me. So he asked me to talk to supervisor Sarah Smith according to Allan. I told her all the details again. She is like you were no show. I told her I was not no show. I had boarding pass, checked baggage was gone. I could have gone through security check if those agents had guided me properly. She said she would try to fit me in and help me as flights were fully booked on 6th of feb if I paid her $318. But I told her that Allan told me 118$. And he was going to give me $150 discount. She was very rude. Then I said ok check evening flight if there’s anything cheaper. She is like I’ll do everything to help you. I am trying to fit you in. So pay me $215 for evening 6pm flight on 6th of feb. At that point I didn’t want to argue any more. So I said ok. She transferred my line to Allan. He put me on hold again for more than ten minutes. Then he said he has emailed me some papers to sign that I am ready to pay $215. So I signed those papers and sent him also my ID. He said after two or three hrs they would email me another ticket. I said ok. I talked to them in the morning around 0830. Then I rented another room in a hotel, went out to buy sleeping suit aleast to survive two days. It was around 4pm, I hadn’t received email for air ticket. So I phoned him again. He was very nicely, oh we couldn’t issue another ticket. It was very hard for us to reissue the ticket, you will have to talk to airline, may be they can help you. I really got mad. Why didn’t you phone me or email me if you were not able to do anything. He is like give me one second I’ll see if I can do something for you. After a second he is asking for $100 more. If you pay me $100 more I will give you ed ticket. I was like are you guys stupid. Then I realized they were trying to make more money from my pathetic situation. Nobody cared but I was going through. So I hung up the phone on him. Googled swoop airline again. I found flights were not busy in the morning or evening of 6th of feb22. I booked my own ticket for 6th of feb 7AM flight for $218 and phoned him back to refund my money. Which he said that would take two to three days.
When I was coming from Toronto this morning on 7am flight, I saw last passenger they took in was 0708. After that they closed the gate. If swoop agent had helped me to go through security at 8am, I wouldn’t have missed my flight. It was so disgusting to know that swoop agents didn’t care at all and customer service people were trying to make more money instead of helping me.
Suggested solution:
They could have resolved my problem by atleast issuing me another free ticket, or by not making my fool that flights were all full. If I didn't know anything about booking or if I was uneducated they would have made more money out of my pocket. They didn't have any empathy or sympathy with me. If they really care for their customers then I would like them to pay for my flight, hotel bills clothes, food and my mental harassment.
