Swoop
reviews and complaints

My daughter and I were due to fly out of *** to *** on Thursday March 19th with Swoop. Due to the increasingly progressive threat of Covid-19 I decided that for health reasons and for an educated guess (Which proved correct) that the borders might become closed, as they had started to in Europe and Asia, that I would change the flight dates to October. I tried to contact Swoop on multiple occasions but their phone lines were not accepting calls. I went online to change the flights. I was given no alternative but to pay fees totaling $500. This I did on Friday March 13th. The next week, a matter of only a few days, Swoop offered all customers the ability to change their flights for free due to Covid-19. Before my original flight even was due to fly out the announcement was made that all non-essential passengers were not allowed to fly and the borders would be closing. I called multiple times to contact Swoop to get a refund for the $500 charges that everyone else was doing for free. I feel that the policy should be applied to me as I was changing it for the same reason they were offering it and was equally as affected by Covid 19 as any other customer. I finally got through today, March 21st and was advised by a 'superviser' named '***' that he personally agrees with me but would not issue a refund or a credit. I strongly feel this is a business decision which falls under the category of 'business ethics' as I was in fact affected by Covid 19 and I would never have been able to take the flight anyway as the governments were not allowing it. The only people allowed to take that flight I was originally booked on were U.S. citizens returning back. We would not have been allowed to fly as Canadian citizens so why should, in the end, I not be refunded all charges issued for changing that flight to another date. The timing of changing the flight is not the real issue, it's the fact that I would not have been allowed to fly anyway. The policy must apply to me.