| I arrived at the Hamilton airport at approximately 7.55am for my 8.45am flight to Edmonton on February 14th, 2021. It took me a few moments to get out of my vehicle and get into the airport. When I entered the airport there was a line, there was one man in front of me and 2 other people who entered after me. The man in front of me was checked-in and walked away, and I approached the desk to check myself in, but was told I was too late. It was approximately 8.03am. The disturbing and unacceptable thing is that the guy in front of me could enter, yet myself and the people behind me were not. Beyond this, I had no bags to check (just a carry on), the flight was delayed 10 minutes, and it was the only flight to leave the airport on February 14th, the airport was dead quiet! The employee I spoke to was disrespectful, hostile, and rude. He wore no identification to suggest we worked for Swoop, and was wearing a very unsuitable mask (it was a kerchief). He showed no leniency or pity for our situation, though the middle-aged man with an infant’s car seat in front of the three of us was shown plenty of leniency. I am a young female university student, so was the other girl behind me in line, and the guy in line was also a young university student. I would be willing to venture that this abuse of power could be related to ageism or a bias. The employee basically told us that we were out of luck and we would have to rebook our flight. I am not sure why this guy did not offer to see if we needed transportation, if we had a place to stay, or even pretend to care that he had just left three young university students with wasted money and out of luck. We were left feeling helpless and angry just for being mere minutes 'late'. The employee walked away from us without offering any kind of help or support, and I went to talk to a security agent who advised us to wait until after our flight had left and other Swoop agents could help us rebook our flight or accept a voucher. We waited for nearly two hours by the Swoop check-in desk, but no one came to help us. I ended up having to call someone to come speak to us. The same employee that refused to check us in arrived and told us there was nothing he could do, that we would have to call Swoop’s line to rebook or receive credit, which I did, and was told by the agent I spoke to over the phone that because I missed my flight there would be no kind of reimbursement. The way I was treated was horrible and unfair. I feel like I have been robbed, and I was denied my first flight home to Alberta since moving to Ontario in September. I am extremely disappointed in Swoop and the Hamilton airport. If you value good customer service, actually getting on the plane, and not being robbed, do not fly Swoop. If you have to travel during the pandemic, fly Flair, they actually allow refunds for COVID related matters, as well as changes to bookings up to 24 hours before your flight. Swoop doesn't care about their customers at all.