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

Four ride hailing applications rejected by Transportation Safety Board in Okanagan

Decision means Kabu Ride is still only company to be approved for ride hailing in region

Multi-vehicle collision creates congestion along Harvey Ave in Kelowna

Accident occurred at approximately 4:50 p.m on Friday

Tess Critchlow: Local snowboarder represents Big White on the national stage

She competed in the Winter Olympics in Pyeongchang in South Korea in 2018

GoFundMe launched to help Kelowna girl who battles mysterious migraines

Greta Friesen has been battling reoccurring migraines for last three and a half years

Tamara McLellan: Creating the next generation of female entrepreneurs

She is the executive director of Her International

It’s Treat Week at Kelowna’s BC SPCA branch

Get some treats and meet some furry friends

Developer of RV resort west of Revelstoke ordered to stop selling lots

The Superintendent of Real Estate has serious concerns that buyers may not receive their purchase

North Okanagan prays for women of Zimbabwe

World Day of Prayer celebrated in 2,000 Canadian communities, one of 170 countries

Two law enforcement trucks ‘deliberately’ set on fire in northern B.C., RCMP say

Police say they have video evidence of a person in the area of the truck fires

Trans Canada east of Revelstoke to be closed overnight

The highway will reopen at 10 a.m. Feb. 29

Leap Year means we get an extra day in February, so how are you spending it?

People online have a number of suggestions and plans on how they will be spending Saturday

Greta sticker that drew outrage in Alberta not child pornography: RCMP

X-Site Energy Services has denied having anything to do with the stickers

Local vocal talents sought for Okanagan stage

Okangan Singer-Songwriter Competition auditions underway

Bald eagle hit by train in northern B.C. has a chance of survival

The raptor has been taken to OWL in the Lower Mainland for recovery

Most Read