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Trip Verified | My experience with Swoop was terrible, (and still is as I have been on hold, waiting to talk to a customer service agent for 60 minutes with no luck!) I made a reservation for my daughter and me to fly from Abbotsford to Edmonton on Aug 31 to attend a memorial for a friend. When we arrived in Edmonton, my daughter realized that she would not be able to fly back with me on September 2nd. So she went online to the swoop website and cancelled her flight. The wording on the website said "Cancel flight for H. Johnston? Confirm?" So she confirmed that was what she wanted. When I returned to the Edmonton airport on Sept. 2nd for the return flight , I was told that my flight was cancelled also and that I would need to rebook for $200+. I tried to explain the website cancellation had been only for my daughter, and not me, but they really didn't care and said it was out of their hands. I argued and asked to see a manager, but to no avail. I am now going into hour 2 of being on hold to try and get some resolution to this issue.. Customer service is pathetic. The agents in Edmonton were terrible, under trained and not the least bit interested in trying to problem solve for a paying customer. They are only capable of looking at a computer screen and reading back what it says. Swoop has lost me as a customer. I actually waited 2 hours and 5 minutes before being connected with an actual Swoop rep. She said it is impossible to make partial cancellations online. We went round and round until I asked to speak to her manager The manager also insisted that Heather, my daughter must have cancelled both reservations and no matter how much I insisted that the website had said "Heather J.... confirm cancellation" she would not acknowledge that this happened. She said partial reservations can only be cancelled by telephoning a customer service representative. I suggested that if every customer who wanted to cancel a partial reservation had to wait 2 hours to actually talk to a person ( as I did today) that perhaps their website and systems needed fixing. She stated they were thinking about changing the system but had not yet done so. She also stated that the reason I had to wait so long today is that they were backlogged with calls because their call centre was closed on Saturday and Sunday! What the hell!! She then covered that tidbit of info by saying that they do have agents who respond to emails 24/7!! So here's what I got from all that. Don't use their website to cancel partial reservations because their system can't handle it. Instead call them directly(which by the way, they state will cost you $15.00 plus applicable taxes and it may take 2 hours + to get an answer! However once you do call, be aware that the call centre might be closed so you will never get an answer. In that case you will have to email them and I have no idea how long their response to an email might take! Totally laughable! She said she could do nothing for me and when I suggested that she indeed could do something by offering me a refund,as a gesture of good will, for the return ticket plus baggage charges that I had to pay the second time. She refused. She put the icing on the cake for me when she said that she really appreciated my feedback because they would use the info I provided as a coaching opportunity! Unbelievable! . Neither my daughter or I received any notification of a cancellation being made. Yet another oversight I guess