Canada: Swoop Is Being Investigated For Mistreating Their Customers Following Cancelled Flights - PressFrom - Canada
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CanadaSwoop Is Being Investigated For Mistreating Their Customers Following Cancelled Flights

00:15  12 september  2019
00:15  12 september  2019 Source:   narcity.com

'It's not acceptable': Air Transat, Swoop face investigations for possible passenger mistreatment

'It's not acceptable': Air Transat, Swoop face investigations for possible passenger mistreatment The Canadian Transportation Agency is investigating Air Transat and Swoop for possible mistreatment of passengers during recent flight disruptions. In both cases, Canada's airline watchdog will determine if the airlines violated their tariff, which lays out their contract with customers. The Air Transat investigation followed numerous complaints from passengers that they endured a painful six hours with little or no food, scant information and often no air conditioning while their plane sat on a hot tarmac in Rome on July 29.

They are abusing their employees, by forcing them to spend their day being shouted at by people with perfectly legitimate complaints, and giving them no way of actually resolving those complaints or doing anything other than making the customers even angrier.

In the United States, customers showed pictures of their United loyalty or credit cards cut into pieces. Before boarding her return flight on Tuesday, she said, “I was just praying that nothing bad would happen.” The odds of actually being booted from a flight involuntarily are quite low.

Swoop Is Being Investigated For Mistreating Their Customers Following Cancelled Flights© Flyswoop | Instagram

Swoop is the ideal airline for anyone on a budget. Recently, the company has been making headlines for all the wrong reasons. According to the Canadian Transportation Agency, Swoop is being investigated for mistreating customers. The investigation launched in August this year following a series of cancellations and customer complaints in July.

Swoop advertises themselves as an ultra-low fare airline. They fly to 17 destinations all over Canada, the U.S., and Mexico. Following a number of complaints in July of this year, the Canadian Transportation Agency has launched an investigation into Swoop regarding the mistreatment of passengers during a flight disruption.

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Low-cost airline Swoop cancelled or delayed nearly two dozen flights in a five-day period, leaving passengers stranded. WATCH ABOVE: Hundreds of passengers have been left stranded after serious issues with a Swoop Airlines plane.

The abrupt cancellation of 30 Swoop flights is the latest incident to spark numerous customer complaints. They found out at the airport that their return flight was cancelled . Following the advice of a Swoop employee at the airport, he filed a claim with the airline, requesting reimbursement.

The flight disruption took place in July when flights destined for Hamilton were cancelled. The airline cancelled 30 flights in the first 10 days of July, many of which were bound for Hamilton. Due to this, 50 passengers complained and an investigation was launched in August.

According to CBC News, the July incident had the airline cancel the flights due to unscheduled aircraft maintenance. Many passengers were angry about the short notices and unacceptable alternative flight offers.

Narcity spoke with one Swoop customer about the service they received.

Yesterday, a plane departing Abbotsford and heading to Edmonton had to make an emergency landing shortly after takeoff due to hitting a flock of geese.

Board the plane all is well. Take off happens and all of the sudden this loud thud thud thud thud happens ... smoke in...

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Terrified Swoop Passengers “Started Writing Goodbye Messages” Before Emergency BC Landing The plane hit a flock of geese and had to turn back.

The Canadian Transportation Agency is investigating Air Transat and Swoop for possible mistreatment of passengers during recent flight disruptions. In both cases, Canada's airline watchdog will determine if the airlines violated their tariff, which lays out their contract with customers .

Swoop said customers will be offered rebooking on alternate airlines or full refunds plus 0 to 0 in compensation per passenger per travelling segment. Kyle Wood told CTV Toronto that he and his girlfriend were forced to cancel their anniversary trip to Florida from Hamilton, Ont., instead of paying

Posted by Donna-Lee Rayner on Tuesday, September 10, 2019

The scary incident left many people stranded in Abbotsford. Narcity spoke to Donna-Lee Rayner, one of the flight passengers.

According to Rayner, she and the rest of the passengers were rescheduled for a fight at 8 p.m. In that time, no accommodations were given and they were told to leave the airport and come back later.

Later, Rayner found out she was delayed again and her flight wouldn’t be leaving until 12:15 a.m. They allegedly had to send a new plane as the other one needed more technical work.

Rayner said she had not been offered any food or accommodation due to the troubles. She also claims that information was few and far between and “people in Edmonton [were] hearing about our flight changes before we were."

Rayner and the other guests were in the airport since 7 a.m. “I feel bad for the families with children,” said Rayner.

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+ Discount airline Swoop has cancelled 24 flights to the U.S. as it waits for regulatory approval from the country. The airline’s first flights to the States were supposed to start taking off this week, but were cancelled at the last minute as Swoop awaits “one final regulatory approval required to operate

For US originating flight cancellations , Swoop credits will be issued in USD. Please note that credits from cancellations will always be denoted in the currency based on the Travellers are required to be through security and at their departure gate 40 minutes before the scheduled departure of their flight .

View this post on Instagram

A post shared by Swoop (@flyswoop) on Aug 8, 2019 at 1:21pm PDT

At 11 a.m. Rayner was finally given a $10 food voucher while she waited around for her plane over 12 hours later.

“I understand that it’s a freak accident however it's not our fault either. I don’t feel like we should suffer the consequences and I feel they should be offering us a hotel and food,” said Rayner.

“The airline should be all over trying to accommodate especially with the bad reputation they have already.”

Rayner is unsure as to whether or not she will be flying with Swoop again.

Other than the $10 food voucher, nothing else as offered  to the passengers on yesterdays flight, “not even a bottle of water.”

At 3:30 a.m. the following day, Rayner and the rest of the plane landed in Edmonton.

This is not the first time Swoop has left passengers stranded. Five days ago, a Swoop plane had to make an emergency landing after someone lit a cigarette on board. The plane was stuck at the Regina airport as a result.

The investigation into Swoop officially started in August. According to an email sent to Narcity by the Canadian Transportation Agency, the investigation is looking into “Swoop's application of the terms and conditions included in its tariffs and to assess whether any violation had been committed in relation to these cancellations.”

If Swoop is found to have not complied to the terms and conditions, a monetary penalty will need to be paid by the company.

Narcity reached out to Swoop for a comment and they have said that they are fully cooperating with the Canadian Transportation Agency in its investigation.

There are stories everywhere. If you spot a newsworthy event in your city, send us a message, photo, or video @NarcityCanada on Twitter and Instagram.

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Nova Scotia Power is working to restore power to its customers following Dorian. At one point, there were about 400,000 customers without power at the peak of the outages.

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