My complaint:
Receipt reservation: Q2KBMY – Unfair Charges and Deceptive Practices – Swoop Airline File Number: WO163, WO162
I am writing to formally file a complaint against Swoop Airline, a carrier that has left me deeply dissatisfied and frustrated due to their unfair and deceptive practices. This complaint pertains to a series of unexpected and unjust charges imposed on a booking I made on behalf of my sister, (Samar Al Samaraiy), for a flight from Halifax to Hamilton ON airport.
On August 3, 2023, I initiated a booking with Swoop Airline, paying a total amount of C$712.16 for the flight. However, my dissatisfaction began shortly after the initial booking ation. Subsequently, I was confronted with a series of additional charges that were not disclosed at the time of booking.
Firstly, I was required to pay an additional C$60 for baggage, not once but twice, as this charge was applied both for the outbound and return flights. This unexpected fee was an unwelcome surprise, as it was not communicated to us prior to booking the ticket.
Furthermore, Swoop Airline presented us with an additional fee of C$36 for selecting seats on the outbound flight and C$19.55 for seat selection on the return flight. This practice of charging for seats after the ticket purchase was completed is both perplexing and unfair. At no point during the booking process were we informed that these essential components of air travel, such as baggage and seating, would be subject to extra charges.
Moreover, there is another concerning issue related to the payment process. I provided Swoop Airline with three different accounts from which they could deduct the respective charges. However, on the last occasion when they attempted to deduct C$19.55 for seat selection, they mistakenly deducted the amount from a different account altogether. What is more alarming is that they attributed this deduction to my other sister’s name, creating further confusion and a breach of privacy.
This situation raises significant concerns regarding transparency, fairness, and accurate account handling by Swoop Airline. It is highly deceptive to advertise a ticket price, only to burden passengers with additional, undisclosed fees after the initial payment has been made.
The most concerning aspect of this ordeal is the threat that Swoop Airline posed. We were informed that if we did not pay these unexpected fees, our flight would be canceled, and no refund would be issued. This leaves passengers with no choice but to comply with these unfair charges, creating a sense of coercion and a lack of consumer choice.
I am deeply disappointed by these practices and request that the Canadian Transportation Agency investigates this matter thoroughly. I believe that Swoop Airline’s actions constitute a deceptive and unjust business practice that should be rectified.
I kindly request that you take the necessary steps to address this issue, hold Swoop Airline accountable for their unfair charges, ensure transparent and honest pricing information to passengers, and improve their account handling procedures. I also request that the Canadian Transportation Agency assist in facilitating a resolution to this matter that is equitable for passengers.
Suggested solution:
They denied my refund claim via email despite my repeated requests.
