Leaked documents shed light on new Swoop Airlines customer service policy

CALGARY, AB – Swoop Airlines has implemented a new customer service technique that has left customer complaints up in the air.

“I'm moderately confident this policy should help reduce the volume of inquiries our reps deal with...”

Canada’s newest ultra low-cost carrier that began flying in 2018, and whose parent is WestJet, reportedly sent a memo to all customer service reps outlining how to handle complaints and inquiries from stranded customers of cancelled flights.

“We realize that the vast majority of our customers have their flights cancelled and we just can’t efficiently deal with the volume of inquiries,” stated Steven Greenway, Executive Vice-President and President, Swoop.

The policy asks customers to locate, download and then print out a form to fill out by hand. The form is accompanied with the following instructions:

Step 1: Write down your full name as it appears on your passport

Step 2: Write down up to date contact information, including mailing address

Step 3: Write down your flight information and reported grievance

Step 4: Throw the form directly into the nearest garbage can

"I'm moderately confident this policy should help reduce the volume of inquiries our reps deal with," concluded Greenway.