I've never experienced such a terrible airline before, and I've traveled to 40 countries. We were supposed to fly out of Hamilton today, and the flight was delayed because a staff member was late (delay due to "crew resources"). Finally boarded, only a few hours late. We were taxiing the runway when they decided the staff were going to time out and took us back to the gate. Had us go collect our luggage, kept us waiting in arrivals for 1-2 hours with minimal updates and mixed messages (just airport staff saying there may or may not be a flight), and no way to get food. Then they got our hopes up and had us recheck our bags and go through security yet again, to finally have the flight cancelled. All the staff said they worked for the airport and not Swoop, so they couldn't help us with anything but vague answers, and no ability to help with bookings. Basically told to wait for an email that would give us details. Swoop customer service phone line closes at 430 so of course no help there, and their messenger bot says it can take 72 hours to get a human. If they had just cancelled it instead of faffing about for six hours it might have been a less miserable experience. The next available flight we could rebook was in two days, so we got a refund and will fly another airline. I definitely won't fly Swoop again.
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