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

Just Posted

High tech fish transport system set up to ‘whoosh’ salmon past Big Bar landslide

Fish will spend about 20 seconds inside the system, moving at roughly 20 metres per second

Clinton RCMP seek assistance in Canoe Creek hit and run

A pedestrian was sent to hospital with serious injuries after vehicle failed to stop

A second wave of COVID-19 is probable, if history tells us anything

B.C.’s top doctor says that what health officials have learned this round will guide response in future

Hungry hawk versus reluctant rattler showdown caught on camera

Not the first time photographer was in right place at right time to document an unusual encounter

VIDEO: Bear catches ‘rascally rabbit’ for breakfast near Whistler bus stop

The brief encounter of the bear hunting its meal has gone viral

Illicit-drug deaths up in B.C. and remain highest in Canada: chief coroner

More than 4,700 people have died of overdoses since B.C. declared a public health emergency in early 2016

CMHC sees declines in home prices, sales, starts that will linger to end of 2022

CMHC said average housing prices could fall anywhere from nine to 18 per cent in its forecast

B.C. Paralympian named to Canada’s Sports Hall of Fame

Three-time world and Paralympic gold medalist Sonja Gaudet is part of 11-member class

Risk of COVID-19 low in schools, Interior Health states

Medical Health Officer reassures parents as some children and staff head back to class June 1

B.C.’s essential grocery, hardware store employees should get pandemic pay: retail group

Only B.C.’s social, health and corrections workers are eligible for top-ups

B.C. drive-in theatre shuts down to await appeal of car limits, concession rules

Business owner Jay Daulat voluntarily closed down the theatre awaiting a health ministry decision

Huawei executive loses court ruling, extradition case continues

Judge says allegations against Meng Wanzhou could constitute a crime in Canada

Cross-border business interests call for joint Canada, U.S. post-COVID effort

Expanding market opportunities in both countries would speed recovery efforts, says the Canadian American Business Council

Most Read