Customer care is the real issue

Re: Swoop Air

Once again The Spec and the company gloss over the real problem with Swoop’s cancelled flights. It’s one thing to talk about cancellations, but it’s what happens afterward that has people complaining.

Often, after a Swoop flight has been cancelled, the people at the desk just leave because they don’t know what to say. Or if they’re there, they have no answers and direct you to phone customer care. Well, customer care is only open Monday to Friday from 8 a.m.-7 p.m. and closed weekends. Even if you get through, which is rare, you’re on hold sometimes for hours. For the lucky few who get to talk to a real person, getting reimbursed is a crap shoot. Red Taylor, Hamilton