My complaint:
We purchased tickets in January of 2022 to go to Cancun from Edmonton, the the flight times changed and when we opted to use modify the headache began.from that point it was over 10 hours on hold just to get to someone in order to be able to use the modify option on our ticket. from there the wrong booking was moved And then the wrong ticket was used and swoop blamed us for this. this then causing our other ticket to basically be useless. Now swoop will not allow us To use the other ticket as they claim that the person has already traveled even though that is not the case. The only system that is there for verification is there system so we are left with one flight not honored and over $600 lost
I am so confused about everything that has happened here. And no one at swoop has been helpful at all, for that all, we almost feel as though we are being accused of using the other ticket although we clearly only used they used 1 ticket. Absolutely absolutely terrible customer service and even worse operational staff for something like this to happen.
Suggested solution:
Change first name on ticket so we can use both our tickets that we purchased.
