✅ Trip Verified
| We’re from Vancouver and we travelled to Abbotsford to fly via Swoop to Edmonton. Our flight was supposed to be at 7:45 p.m. on June 26th, 2020. We arrived 40 minutes early for our flight and upon arrival, there were no employees in the check-in booths. We go to baggage security at the gate and they ask for a boarding pass, we explain that there are no attendees at the check-in booths and that we only received an itinerary via email after checking ourselves in online (we only had carry-on bags) - they mentioned that for some reason, on a daily basis, somebody has an issue with Swoop and that they were not allowed to communicate to their staff directly when a customer requests so. The security at the gate suggests we call their customer service line but when we do, nobody picks up. We notice a young gentleman waiting at the check-in booths for assistance, I ask him what time his flight is and what whether he had a boarding pass. He explains to me that he only received an itinerary via email and that he also needed assistance for a boarding pass. I go back to the gate and I hear a Swoop employee asking the security at the gate what the commotion is all about, they explain that there are three passengers trying to get on and they ask her “Did you want to speak to them?” She chuckles sarcastically and says “No - close the gates!” Security then kicks us out as they apologize. I head quickly back to the check-in booths and wait for the employees to head out. When they come out to collect their personal belongings on the counters, they simply DO NOT CARE. They say it’s policy that we must be there exactly and hour before our flight and if nobody is there, they will no longer accommodate for whatever reason. They also say that it is our responsibility to search for a barcode - however, we explain that how would we know the requirements when it’s not even clearly communicated by Swoop itself? How would we know that a barcode was necessary if this is our first time? Their next response is to purchase a new ticket for June 27th and speak to their customer service line (we called twice and the call drops right after the menu option). The employees then ask for our last name and says “Yes, I’ve seen your name but you’re supposed to arrive 2 hours early”. The employees all pack up and leave. I suggest that cheap is never better. As of for the employees at Swoop, a kind heart goes a long way. It doesn’t cost an arm to assist customers to get where they are needed.