My complaint:
Don’t use swoop! Pay extra for customers care and safety! I was on another swoop flight from los Cabos to Edmonton 100 more travellers stranded!. Canceled and rebooked for 13 days later. I’m lucky I didn’t loose my job and was able to come home sooner. Here’s another perspective of why it’s not so great to be left in Mexico
Swoop did not inform me of policies on delays, cancellations, denied boarding, lost or damaged baggage and the seating of children in a simple, clear way; My daughter who is only 14 years old was to actually stay in mexico herself for 7 more days then myself due to the cancellation of Understaffed flight this caused stress on us as a family. It was a very scary experience for myself and my daughter. To receive an email at 3 am 7 hours before our flight to take off that I had to stay an additional 7 days later on the 18th of January for myself and the 25th of January for my 14 year old daughter 13 days later.
I don’t understand how swoop expected my 14 year old to be on her own in a foreign country 7 more days then her guardian. With no supervision, no funds, just herself. Swoop had put my daughter at HUGE safety risk. With no compassion or sincere apologies from the swoop company.
Swoop did not clearly inform us about our rights and the remedies available; We had purchase an all inclusive hotel, with our flight. After the cancellation we had to scramble to figure out what to do next. We contacted swoop and after 3 hours of being on hold finally reached someone. Thank goodness we had family and friends to help us financially. We had absolutely no extra funds for a flight home or hotel while we stayed in mexico and threatened to stay another 2 weeks! This is incomprehensible. We were informed we were to stay, or look for another flight. If the flight was more we would be reimbursed so I am now seeking reimbursement for our flights, and compenation for our horrendous end to our holidays.
-As a heart patient I did not have enough medication to stay 2 weeks
-We had 0 funds! We had to ask friends and family to help us.
-Our credit cards were left at home
-4 days of work missed
-Daughter traumatized about having to stay in country herself
-if we were elderly or alone and had 0 friends or family what would have swoop expected us to do?? Sleep in the airport? Not eat for 2 weeks? Be homeless on the beach for 2 weeks? This is very unacceptable and put us at great safety risk, undue stress and was very traumatic for us!! And I’m sure others from that flight!
Travellers don’t always have the funds to pay upfront
Travellers always don’t take cards or credit
Travellers never expect a 2 week delay
Travellers should never have to pay upfront for costs
Swoop should have made sure we were safe and able to get home safely! Our safety should be their companies concern when our lives are in their hands during delays!
Not 1 person has contacted us from the company just to even say, we’re sorry, were you able to get a new flight or home safely? We care about our customers like you and would like to help! Horrendous experience! Even a simple customer care call would have helped but the company made us feel abandoned and completely alone!
Not 1 response from company since incident and 4 letters sent to company about incident. They don’t care about your safety
Suggested solution:
An apologie from the company
Compensation
A change in rules and regulations with Swoop
Investigation from CTA
