My complaint:
On Feb. 12th, 2023 we had paid Swoop to return us home to Edmonton by direct flight from Puerta Vallarta in 5 hr. 20 minutes. Instead, Swoop cancelled our flight on our return day – informing us 4 hours prior to take-off. Let me preface that we are 2 seniors who needed the direct flight as handling luggage is difficult and the time on board a flight matters. By the late time Swoop cancelled, we had lost our accommodation, so we had to book a hotel room close to PV airport to access the internet and perhaps needing it to spend the night. Swoop did offer options, but we only had WestJet flights that would take us 18 hours plus or 2 days to get home with a lot of baggage handling. We chose the least long which was the one to Vancouver WS 2155 that day, stayed overnight and then returned to airport the next day to make the final flight home on WS162. Instead of returning home on Sunday in 5 hours with the flight we paid Swoop for, it took us until Monday in mid-afternoon before we returned home – Overburdened exhausted of course.
How does an airline get away with this! We pay for a service that they don’t provide which is a breach of contract. Coming home in 2 days versus 5 hours is impossible to mitigate! We had lost so much time, juggled great stress, lost sleep, were over-exerted and had so much additional planning. They took our nice vacation and crushed it at the end with a breach of contract. This is a sham of an airline.
Suggested solution:
We have filed a reimbursement of $500 each as provided by air passenger protection in Canada of the flight and additional expenses.
