✅ Trip Verified
| On February 2 I flew out to B.C. on a flight with Swoop to visit my daughter. Had a great flight out to B.C. However, my return to Hamilton on February 6, 2019, was a different story. Ontario was dealing with an ice storm. At 6:30 am I received an email from Swoop that I could cancel my flight, due to the inclement weather. I would receive a complete refund, provided that I sent an email to Swoop. Unfortunately, I decided to be pro active, and cancelled my flight home to Ontario, even though they did not mention that the flight was cancelled or delayed. Thirty minutes later, I realized that the flight back to Ontario was still on schedule. I decided to rebook on the same plane to Hamilton. I was shocked to see that the price had doubled to $449.00 for a one- way ticket (WO106). However, I booked a new seat on the same plane. I rushed to the Abbotsford Airport, and tried to explain to the Swoop attendant that I wanted to cancel the new booking, and keep my original booking for the same flight. The attendant was on the phone for quite awhile, explaining the situation, and she confirmed that I was back on my original plan and that the airline was refunding the $512.00 onto my credit card for the one- way ticket home. I was given a boarding pass, and everything was good. Once through security it was announced at the airport that the plane was delayed 5 hours. Because we were landing in Ontario after 10 pm, I decided to book a night at the Super 8 at $145.77. Finally, we were called to board the plane around 3:00 pm. (original flight time was 10:20 am). Just before take off, an attendant called out my name, and ordered me OFF the plane! I was travelling alone, confused and devastated! The attendant went to the computer and noticed that I was cancelled off of both bookings.The attendant admitted to Swoop’s mistake and the best they could offer was a booking on the next plane with $100.00 off the new price of $449.00. Unfortunately, the next plane back to Hamilton was on Thursday, February 7 at 10:00 pm, landing on Friday, February 8 at 5:30 AM! I was scheduled to work on Friday! I then decided to find a flight on WestJet that would get me home on Thursday, February 7. The entire trip home cost me an extra $663.02 because of Westjet's one way flight cost ($598.30), another night at a hotel ($136.82), no refund on the cancelled Super 8 Hotel ($145.77), and cab fares,etc. The emotional distress to me because of Swoop's error was huge. Travelling alone, without my luggage, far away from home, was the worst day I had experienced in a very long time. I know the risk in travelling during the winter months, but the communication within Swoop about delays, was unacceptable. They knew that the flight to Ontario was delayed, yet waited until I was sitting in the airport, already checked in, to announce it? I would have never cancelled my original flight, if I knew that it might not be cancelled? Even though I enjoyed the lower cost of flight and the convenience of a direct flight to B.C., I was devastated by the experience getting home. I have learned not to cancel a flight, even when given the choice. If Swoop had just refunded me for one return flight and not both flights, I would have been happy with their airline!