A Kelowna man said nearly four weeks after his flight to Vegas was cancelled on Aug. 6, 2019, with short notice, he still hasn’t heard back from Swoop airlines. (File)

Kelowna man waiting for answers from Swoop a month after Vegas flight cancelled

A local entrepreneur had to take three flights after short-notice cancellation by no-frills airline

A Kelowna man said Monday’s debacle with Swoop airline is not the first time a flight has been cancelled leaving passengers scrambling. In fact, he said it’s not even the first time this month.

Chris Hanlon, a self-employed IT consultant based in Kelowna, was scheduled to present at the BSidesLV conference in Las Vegas on Aug. 6, and Swoop’s direct flight to Vegas advertised for $98 was a pretty irresistible travel option.

Hanlon booked his flight with Kelowna’s newest low-fare airline and was set to take off on Aug. 4 at 2:35 p.m. But just 32 hours before his flight was scheduled to take off, Hanlon got an email saying his flight had been cancelled “due to unscheduled aircraft servicing.”

READ MORE: Passengers stranded in Kelowna in Swoop airline debacle could sue, expert says

Hanlon called the airline—after noticing the email around nine hours after it was received—and was put on hold for more than one hour. He was unsuccessful in connecting with a customer service agent. The office had closed.

He tried calling again on Monday, Aug. 5 but learned customer service wasn’t taking calls due to the holiday.

Nearly four weeks later, Hanlon still has yet to hear back from Swoop.

Instead of the two-hour direct flight, Hanlon had originally signed up for, he had to take three planes to get to his destination. He flew out of the Kelowna International Airport via Alaska Airlines to Seattle—Seattle to Los Angeles—Los Angeles to Las Vegas.

In total, it cost Hanlon seven hours and around $400.

But, he did make it to the hacking conference to host his workshop.

“I would like to see Swoop phone or text people when there is a cancelled flight so there are a few options,” he said. “And maybe, if there is a cancelled flight, maybe it would be a good time to have someone work some overtime to have people rescheduled on another flight.”

As a WestJet subsidiary, Hanlon said he wonders why passengers couldn’t be put on one of the many WestJet planes after the flight was cancelled.

Hanlon said he continues to email the airline in hopes to have his ticket reimbursed.

“I’ll give them the benefit of the doubt,” he said. “Maybe they’ll learn from these experiences.”

“It’s hard to plan for everything when you’re starting out,” he said about the newly introduced airline.

Hanlon added he would most likely try his luck again with the airline as it is Kelowna’s only direct flight option to the city that never sleeps, but he would be less likely to if another carrier offers a direct route.

“I haven’t heard of any other airlines where they just drop multiple flights,” he said.

On Monday, Aug. 26, Winnipeg-bound travellers were informed their flight on Swoop had been cancelled due to “unscheduled maintenance” and passengers were left stranded. Some were told the soonest they could be put on another flight was Sept. 2.

Swoop president Steven Greenway said the cancelled flight was rescheduled to take off on Thursday, Aug. 29.

“On behalf of Swoop, I would like to sincerely apologize for any inconvenience our impacted travellers have experienced due to the unscheduled maintenance to one of our aircraft,” Greenway said.

Kelowna Capital News has reached out to Swoop regarding this specific incident and has yet to receive comment.

READ MORE: Swoop hit by ongoing way of flight cancellations as passengers vent frustration


@caitleerach
Caitlin.clow@kelownacapnews.com

Like us on Facebook and follow us on Twitter.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Comments are closed

Just Posted

Sport Abbotsford calls for opening of Centennial Outdoor Pool

Local sport association claims lack of consulting from City of Abbotsford in decision process

Grand opening for Abbotsford Otter Co-op set for Monday

East Abbotsford store offering number of sales and prizes at opening event

Fraser Valley Bandits, CEBL bringing pro sports back later this month

Abbotsford-based basketball team kicks off CEBL Summer Series on July 26

UFV Cascades men’s basketball signs pair of players

Burnaby’s Wilson, South Delta’s Willemsen added to team

VIDEO: Car goes off Highway 1 and into a ditch in Chilliwack

Eastbound vehicle left the highway ending in the ditch on south side of Luckakuck Way

B.C. accommodators need phone lines to light up as in-province travel given green light

Travel restrictions during the COVID-19 pandemic have decimated the tourism and hospitality industries

300 Cache Creek residents on evacuation alert due to flood risk as river rises

Heavy rainfall on Canada Day has river rising steadily, threatening 175 properties

Friends, family remember victim of Langley possible triple-homicide fire at memorial

Memorial held for one the of three found dead at a house fire in Langley Meadows last month

Family and friends mark birthday of teen who died after being discovered in Langley park

Carson Crimeni suffered an apparent drug overdose, his final moments broadcast on social media

First glimpse of Canada’s true COVID-19 infection rate expected mid-July

At least 105,000 Canadians have tested positive for COVID-19 since the coronavirus was identified

Semi and BMW collide on South Surrey highway

At least one person to hospital, both vehicles sustained significant damage

Police ramp up efforts to get impaired drivers off B.C. roads this summer

July is dedicated to the Summer CounterAttack Impaired Driving Campaign

Migrant workers stage multi-city action for full status amid COVID-19 risks

‘COVID-19 has exacerbated an existing crisis’

Okanagan school drops ‘Rebels’ sports team name, citing links with U.S. Civil War

Name and formerly-used images “fly in the face” of the district’s human rights policy, says board chair

Most Read