Swoop

NEVER use this airline! Accountability starts at the top!

I've written to Daire Burke and Bob Cummings and I am still waiting for an acknowledgement regarding my daugther's flight that was cancelled from Mexico to Toronto.

This is truly a reflection of the type of service one can expect to receive from Swoop's first line workers.

When my daughter arrived at the airport on February 23,2023 she found out her return flight was cancelled. There was no one to assist her at the counter. She tried calling customer service and could not get through. She also did not receive an email regarding the cancellation of the flight. In fact, she was left on her own to figure out how she was going to return to Canada. She contacted me crying because she wanted to come home and was looking forward to attending her grandfather's birthday party on February 24.

Feeling helpless and frustrated, she booked an Air Canada flight and paid $765.20 so that she could be home to celebrate her grandfather's birthday. Swoop should be compensating my daughter as per the Canadian Transportation Agency guidelines for flight delays and cancellations.

Instead, customer service denied her request for compensation because the cancellation was due to the weather. I am at a loss as to why Swoop cancelled their flights while Air Canada and other carriers did not.

Swoop has lost any future business from me and my family. We will also be sharing this experience to warn others of what to expect from this airline.

As the saying goes, "You get what you pay for! "

Swoop is our go to airline for cheap flights. Always affordable, flight attendants are polite, trips are flawless and safe. So far, we have not encountered any issues/problems with them. I hope they keep it that way. Looking forward to flying more with them.

Cancelled flights. Constant delays. Zero communication. Left us stranded at the airport due to cancellation, no updates provided. This is not a reliable option for flying. Choose another airline, or you will regret it.

The discount is not worth the total lack of customer service.

Flight was 1 hour delayed leaving Kelowna and we understand why when we arrived at Terminal 3 at 4: 45 am which was 2.5 hours ahead of the scheduled flight. While in the lineup they cancelled the flight. The option was try to schedule on West-Jet, refund or wait 2 more days. No compensation for hotel room, food expenses.

We waited in line to talk to agents but they are unable to assist. Supervisor was unavailable as well.

Just online chat that took 45 minutes to connect to receive the refund.

Never fly Swoop again. The discount is not worth the hassle and impact on my wellbeing.

Please do not use this airline you will get into all sorts of inconveniences.
-They change the flight dates anytime to their own.
- I opted for a refund but they still confirmed the flight when I chose a cancellation option.
- They NEVER answer phones to help customers at all. The toll free directs you to social media where they respond after 72hrs. They even say so.
- They changed flight time and NEVER notified me, just had to realise when checking in online that the flight was delayed by 10 hrs. Noone to talk to about it to confirm this as well.
- You pay for carry on Laggage as well by the way.
-So, no matter how cheap, you end up paying as much as the more expensive flights. THERE IS NOONE TO ANSWER YOUR CALLS!
So do not be fooled by their " deals".

The worst! BOTH of my flights got cancelled (departing and returning) and if you don't want to accept the flight they decide they are rebooking you on, well you're just not going to get anything! It is IMPOSSIBLE to reach customer service - I dont think they have any - so if you have any issues whatsoever be prepared to waste your time and money. Not only did my flight (including checked bags and a "change booking" fee) not get refunded, I wasted $150 taking a taxi to and from the airport, and a half a day wandering up and down the terminal with my laptop out because none of their employees at the airport have access to the system.

Just pay double and fly one of the other airlines. Unless you're taking a carry on and flying solo last minute. That might work out.

Probably the worst airline in the whole planet. Whats sad is there is no one taking any actions against their worst service. I am sorry to say but they are the worst they dont have anyone in the front desk to talk to. When in a situation there is no one there to help you.

Swoop is trash, the planes they operate are cramped with no legroom and outdated with no touchscreen entertainment or flight tracking. The customer service is non existant I had to change my flight and was I fine with paying the 100 dollar fee but was simply given no option to change it on the website and there is no human interaction for customer service only a bot operating on facebook chat. They offer no free food which Copa does and they have cheaper prices than swoop. I would say you get what you pay for but you barely get that from Swoop.

If I could, I would give them 0 stars: (Swoop your money is more like it. They told us to "proactively" reschedule our flight because of the winter storm, but when we tried, the Web site didn't work, and there was no way to reach customer service. Cancelling due to health issues - forget it.and they don't even offer cancellation insurance.

Not great. Flight was postponed, no one I asked had an answer for me on why it was delayed. It was 1 1/2 hour flight from Victoria to Edmonton that was delayed by 1 1/2! Disappointed

By far one of the worst discount airline carriers right now. We booked a vacation with them through their “getaways” promo and after a few weeks, they proceeded to change our flight plan over and over again but not our hotel accomodations forcing us to cancel the entire vacation plan. We suspect they wanted us to rebook for a higher rate as that was the only option the service agents were giving us. They also provide only refunds to credit cards meaning we have to go through other hurdles to get the money into our bank accounts. Please do not book any of their “getaway” plans as you will regret it before you even take off!

I booked my trip from abbotsford to Florida with Swoop airlines. Swoop change the times for the connecting flight. As this time change was effecting my connecting flights I had to cancel the whole trip. But they were not willing to cancel, refund or credit for the booking. Swoop changed the flight times and ruined my trip. But I had to pay for non usable tickets. So far the worst experience. Reason they gave was to keep prices low. Do they keep prices low by these bad tricks.

Swoop is way cheaper than other Canadian airlines but it's a POTPOURRI in terms of where you'll end up going. Your chances of arriving at your intended destination are very low.

Worst flight ever. Dont ever book your flight from Swoop. You will be stuck. They dont care about their passengers. They dont offer any compensation or redemption for all the cancellations. My same flight got cancelled twice. It should shut down the airlines if they cant operate. Worst customer support as well.

Please don't use swoop airlines, that is the worst company I met. Make me a big loss, and did not do refund to me. Hope it gets broke as soon as possible

I wish it is negative rate in review.
The counter lady at Edmonton Airport, Alexandra is the worst person to go to for check-in
we were 4 of us, and had 4 suitcases, 2 of them were 15 lbs, 2 of them were 2-4 lbs over the weight limit, she sent one of the lightest suitcases to the belt conveyor, then she told us to even out the weight in between those 3 suitcases. We asked her to give me the lightest one she took, so we can add more stuff into that, she said *It's gone* *It's gone* twice! She is the worst person ever I've met in my life at the airline check-in counter. She had a pink mask on and very thick makeup. We have never ever forgotten her face. And we will never ever use this air company. I will tell all my friends not to use this company.

Please have a live person contact me. Your website doesn't work, and your online booking system have stolen $200 from me.

If anyone out there has a class action suit against them please let me know, I am more than happy to tell my story.

Avoid at all cost! Biggest mistake! I tried Swoop for the first time in August from Abbotsford BC to Toronto Airport. It was delayed. We were on the airplane for a while. About an hour after the original departure time, it took off. In the middle of the flight, anouncement came saying since they missed the curfew at Toronto Airport, it will be re-routed to Hamilton Airport. They said there will be shuttle busses waiting for us to take us to YYZ. Just when we were landing in Hamilton, I got an email from Swoop saying that bus could not be arranged. No word of that from the flight crew or pilot. Email said to speak to an agent at the airport about ground transportation reimbursement but when we got inside the terminal, there was no one around. Not even 1 person working in the terminal. We were left there to find our own way.
I took Uber and cost around $100. I put a claim in to Swoop but they said it wad out of their control so nothing will be done.
What a joke! Never ever fly Swoop. Pay extra and fly larger airline.
They don't even deserve 1 star

Trash airline. Cancelled our flight 20 mins after arrival time and then cancelled the back up flights twice till we booked with another airline. No customers service, no humans to talk to by phone, almost nothing for competition. Failure of a company.

Zero customer service if your flight is delayed or cancelled, which is highly likely if you are flying with swoop.

Book with a credit card so you can do a chargeback otherwise people are literally having to take swoop to small claims court to get their money back.

The most terrible airline. I wish I read the reviews before traveling with Swoop. I did not even have the benefit of a cheap flight. Paid $800. They lost my luggage on September 8th, still not delivered. No news from them. Based on their own policy, they must compensate 250+baggage fee after 48 hours. And $2300+baggage fee for your lost luggage. They don't even care. No one answers the chat or phone. And they charge you 70+ for luggage, shamelessly! I was so glad at first to find a direct flight from London to Edmonton, so I drove from Windsor to London to stay away from connecting flights and make sure that my luggage doesn't get lost. Jusy to lose my luggage in a direct flight! Never ever will fly with Swoop!

Most disgusting flight ever. Don’t go for it. Spend bit a extra get good flights. Most disgusting and rude staff. Worse experience ever.

I strongly don't recommend Swoop!
3 weeks before the flight they canceled our flight from Toronto to Edmonton.
We booked a round-trip flight and they canceled the return flight! So I can fly to Edmonton, but I don't have a way back. I cannot get a refund for this one flight, so I have to cancel the first flight as well.
Instead, Swoop offered a return flight a week later than the booking date I made! It's ridiculous!
Through the Swoop company, I have to wait for a refund and buy a ticket from other airlines 3 times more expensive.
Swoop is completely frivolous and I do not recommend it to anyone!

First off, $84 per carry-on bag is insane.
That said, this 5 star is for our amazing check-in attendant at Abbotsford Airport flight WO312. She was also one who checked us in at the gate. Didn't get her name but she was by far the best attendant we've experienced in our years of travel.

I have to let others know this company is the worst experience provider i' ever had.worst than every other providers.cancelled the flight by cheating on weather condition which is not true.by cheating with excuse like that caused me huge troubles afterwards, never ever get on its board and definitely will not.after cancelation, i rebooked a flight with WestJet by myself immediately and it costed me 2/3 of the original price with Swoop.it's ridiculous.

This is the worst travel experience ever! Rude, impatient and impolite staff. This is beyond cheap and does not qualify for low cost serious company.

We got on the plane at 1: 15pm in Toronto for a direct flight to Las Vegas…. We were supposed to land and start our journey in Las Vegas less than 5 hours later… NOT! We waited without proper food and drink service for hours. The staff was unable to keep order and the majority of people removed they face masks. We felt unsafe, thirsty and starved! What a nightmare and there is more…

The plane didn’t land in Las Vegas due to weather… likely they are not high in priority and so they were sent to Los Angeles! There was no leadership, no clear information. And no plans for us to fly at à later moment! REALLY! The plan then became to put us in buses without water of food on a 5+hours trip to Vegas in the night. Again the worst nightmare in travel you can think of.

An awful journey of 16 hours.

NEVER AGAIN FOR SURE.

Paid extra for a window seat for my toddler. Got a seat next to a blank wall. Very difficult to contact customer service are rude and unapologetic. Paid money for nothing and got a hard time in return. Do not recommend at all.

If I could give minus stars I would do it. NO customer service, no helpful staff at the airport, NO information at all. Just all stranded passengers. This company should be ashamed of itself and is a disgrace to all air travel. Don't ever book here, even if it's cheaper.

The worst possible experience we have had so far has been with Swoop. Our flights were cancelled, Re- routed via much longer routes, luggage did not arrive till next day and one suitcase got broken.
It is almost impossible to contact airlines office on phone. Had to wait for nearly 12 hours to get the Re- routed schedule.
Are we going to be compensated for losses incurred, inconveniences undergone and harrassment caused?

We can not get a hold of Swoop at all to get a refund on a flight Swoop cancelled on us for the whole family. There is no phone number and their 'bot' doesn't even work. Do not book Swoop!

Flights were delayed both ways by almost 2 hours. They cancelled one of my flights and it wasn't until the day before my flight that I went to check in the system was saying that we had to pay for our seats again. I tried reaching out to their Facebook as their site instructs you to do, but I was never contacted by a human. I had to sit on the phone for 4 hours before somebody picked up. I was just arriving at the airport. The lady on the phone wasn't able to move our seats so that my family was sitting together. The lady at the counter was thankfully able to get us all together. I get that it's a cheap airline and that there's no complimentary food or drinks, that's all fine. But when you cancel flights and force people to pay extra when they shouldn't have to or sit on the phone for forever, it doesn't make customers have a pleasant experience. There was a couple in front of us who's flight was cancelled with Swoop and they were rebooked on WestJet and just had to pay more all over again. This seems to be a common theme. I'll be thinking twice before I book with Swoop again. They have a few issues to work out.

Do yourself a favor and book with a better airline. Your super squished and they close the check-in desk 45 minutes before the flight. We had a bit of car trouble on the way to the airport I should still had a few minutes but nope they were all ready closed. I reached out the them but got told it's my fault they strick guidelines and they don't close early. Yet it wasn't just me there was 2 other ppl who didn't get that flight yesterday! Book with a better airline cause it may seem cheap as long as you don't have to check bags and heaven forbid something happen.

I have to say, if the flight actually takes you to your destination, you'll pay WAYYYYYYYY less than other airlines. However, you MUST be flexible because we had an important engagement to get to, and Swoop had two delays, leaving us with no other choice than to book with Air Canada. THEN.they said that refund would come in 3-5 days and it's been 3 weeks. Also, not very friendly staff. Everyone who works for Swoop seems to have very low morale.

Worst airline for phone in to find changes that they made to my flight. Will never fly with them again. First time 3 hrs wait on the phone second time 3/4 of hour wait only for line to be dropped my them. 2.5 hrs waiting and still no ask to why the changed my booking.

Really disappointed in this business after hearing about their decision to not permit a woman from boarding because of her huntington's disease. Have some compassion!

Great airline. My gf caught Covid on vacation and they changed our flights to a later date without issue, just had to sit in a queue on Facebook for Customer Service, but all else worked out. Would fly with them again.

NEVER book with them! Definitely cheap ends up being more expensive! First they changed my flight from Edmonton to Toronto and I had already booked an appt with the embasy. I had to move things around because of this. When we arrived to toronto they had completely ripped out the wheels of my luggage! I placed the claim immediately! They kept telling me swoop was going to contact me that same say (monday oct 27) it has been now 1 week and they still haven't contacted me. I asked the woman at the counter for a phone # so I could contact whoever I had to contact in case they didn't call me and she said I didn't need a # because they were going to call me 100%. I didn't care and asked her for a # six times! And she kept telling me the same. Here we are a week later and I had to pay for the new luggage because the other one of course couldn't roll!
Swoop: you ended being a complete waste of money and time!

Stop changing my seat last minute when i have paid and purchased a specific seat for a reason, i should be refunded my purchase if they are not upholding their part of the bargain, they have changed flights on me but have been helpful finding me new flights. Its a no frills company so there isn't high expectations, however to reiterate my point dont give away my paid for seat, and then tell me it was to accommodate a family sorry but book ahead people, your downfall should not affect me.

Imagine Air Canada, but instead of terrible service, you’re getting zero service.

If you can actually get through to someone, it’s a call centre in “South East Asia” according to their “Contact Agent”.

This subsidiary of Air Canada just shows how little the company cares about it’s customers and overall just a joke.

Don’t use the services of this airline and if you still wan to do make sure you have booked extra days my flight has been cancelled twice due to “crew resources” and flight given to me in exchange is one week from today so I have to stay here for extra 5 days on the top be ready to wait 2 hours on call on hold for customer care and then they will hang up on you. Believe me don’t book swoop if you are going for business trips.worst customer service