| Hamilton to Cancun. Worst customer service and corporate follow up imagineable The plane never got off the ground. After boarding, we were held onboard over 3 hours after we were otherwise ready to push back. This isn't clear violation to Swoop's tariff for international flights, which calls for taking passengers off the plane after 2 hours, and offering food and drink after 90 minutes. We were held on board over three hours and refused food and drink. This was after having the flight delayed for more than two hours earlier in the day because the crew needed rest. Ultimately, we are all pulled off the plane and had to wait another hour or so until somebody in Calgary decided whether or not to cancel the flight. Weather conditions ultimately led to the flight, and three other Swoop flights trying to leave Hamilton at the same time. Of course, none of us can control the weather, but an airline can control the customer service it offers its passengers. This is where Swoop failed so miserably. Swoop ground staff had no idea how to handle the situation in front of them effectively. They gave conflicting information. They behaved rudely. they clearly couldn't care less about the individuals involved and the impact it was having on them. Yes, people were upset, but their vacation plans had just been ruined. For the folks working at the airport, this is just their job. Provide customer service and do it well. Well, they didn't do that. on the plane, the flight crew advised us to contact swoops customer service department in Calgary. Of course, anybody who tried to do so immediately learned that Swift customer service in Calgary was closed. Since the cancellation, it has just been a continued serious of frustrations trying to contact and get any kind of satisfaction out of swoop. It might look like you're saving money when you see the Swoop price, but to my mind, it isn't worth the hassle. Don't let them ruin your vacation. I ended up flying on a different airline out of a different airport the morning following the Swoop disaster. Cost me a fortune since I live thousands of miles from Hamilton and had no way to get around easily. But it was worth knowing that I wouldn't have to put up with Swoop again.