Swoop Reviews 109

Worst airline ever, How can you strand people for days Two cancelled flights, Stuck in Vegas and keep having to extend hotel stay. Added expenses keep adding up. You are horrible people and should not be in business.

Update: Plane scheduled to leave at 19:20, It is now 21:44 and has been delayed for the fifth time to 22:45. I don't buy that for a second. They are blaming delays on IT issues, I've been in IT for well over 20 years and can come up with no reason IT could hold up a flight.
This is a new line they added to their disclaimer so you can't get a refund. Nice work you so and so's

Decided to give Swoop another try despite a bad experience in 2019… flight cancelled less than 12 hours before flight… no alternative offered, other than to rebook with Westjet, or wait 2 days for next flight😡 decided to drive for 20 hours instead. Spent next 4 days trying to get a response by email, phone or FB messenger…NO RESPONSE… until I found a website that told me the exact laws that protect passengers- sent a message quoting the laws and threatening further action if no response… FULL REFUND issued next day!!
Here are the key points:
Hello, according to Air Passenger Protection Regulations, subsection 17 (2) we are entitled to a full refund for a flight that is cancelled due to circumstances within the airlines control. Subsection 17(7) states that we are entitled to have that refund credited to our original form of payment.
Oh, and I will never fly Swoop again!

Accidentally paid for a checked bag instead of a carryon. When I contacted them on fb messenger to switch it after weeks of ignoring my messages they basically said “too bad so sad”. They got my money and told me it’s my fault. Times have changed when customers don’t mean anything. Worst ever.

Swoop is currently holding us at the gate waiting for every passenger to clear customs. If you decided to show up 30 minutes before your international flight, don’t worry, we’re here waiting for you. It’s awful. Flight attendants aren’t even being paid right now. How is that even legal? These poor people are dealing with irate (rightfully so) passengers on their own time.

So after almost 4 hours on hold very pleasant gal answers the phone and helped me figure out a workable solution to the cancelled flight, therefore my original review which was 1 star has changed to 4 as she helped enough that I would use them again. I just wish it was so much easier to get a hold of someone as not everything can be rectified by a bot online! I did try contacting via all of their recommended methods before waiting for hours online to speak to a real person but if you're lucky enough to get through hopefully you get someone as helpful as I did!

Good Luck on getting in touch with them for any reason. You have to use facebook messenger (i don't use social media) and their phone number simply doesn't work. I didn't have a problem with Swoop until I tried to contact them. They clearly just want my money and aren't willing to help make changes to my reservation.

Never had a worst flying experience in my entire life. It would be too long to write how sick the management is of this organization.

Had my flight delayed due to a a pilot having a hard landing and destroying the suspension on the plane. Flight was delayed 24 hours and they refused to get me a hotel. Went to the airport the next day for the rescheduled flight only to have to wait another 6 hours. Boarded the plane only to not be allowed out of the plane when landing for a stop. They don't serve water. Went 9 hours without water.

Worst customer service ever, I have been on waiting for more than 6 hous now withno answer and evsn the online agent no one even check them, although they should be 24/7 service.

They cancelled during the night our flight and they didn't have a flight until the next day. They didn't give us any compensation for the hotel and food spent because on the airplaine ticket it apparently says they can cancel any flight within 12 hours ! But in their chart it says we should had received $500 because they cancel it for not a good reason ! What a shame ! I've never seen that before ! I will never fly with them again!!

Flight home cancelled for 36 hours with 18 hours notice. Impossible to find phone number. Finally given it by Booking.com. On hold for 3 hours. Hung up and tried again only to be informed they were closed. While on hold I tried to make alternate plans with WestJest. Almost paid $ 1000 more, but then website refused to let me book.
Frustrating experience and am missing work and important family event.
If they refund the extra expenses I incurred I will edit this review.

Worst airline ever. The phone number is as good as fake. It gives you options and make you feel like there will be someone helping, but it just hang up directly after. What's worse is that it tells you their working hours during the call but the call never gets picked. No one replies on the online chat either. I even drove to the counter and they are not able to help with anything, and have an attitude that clearly tells you that they don't care and don't want to help.
They even give me problem with my personal item because it's too big, which never happened with any other airlines.

I've flied with other cheap airlines as well. Flair , Spirit, you name it, and I've had a fair share of changed or cancelled flights with them. But no airline can be worse than Swoop.

Hi I got a flight from Edmonton to Armstrong an hour and 10 minutes bc and you guys lost my backpack and now they say they can’t find it and they’re not gonna compensate me all I want is my stuff in my bag I wouldn’t fly with them again . That’s why it’s so cheap they Lose’s people stuff I can’t even get a hold of anybody to see if they can find my stuff so don’t fly with swoop

I've used them to fly to/from Toronto- Punta Cana. I had no issues with check in and no delays with my flight so I can't complain. The plane seems a little smaller but for the price I paid, I didn't mind. I would use them again. I have read a lot of bad reviews but I had no issues so I cannot agree. I've even recommended them to a few other people as well.

Would give zero stars if that were possible. Our flight was delayed for 8 hours, then cancelled and we were not properly notified. Late at night we had to find a hotel, the next morning staff was late to check in passengers. Many had to rush through the terminal to make the flight. Customer service does not respond to anyone through phone, email or social media. They have not responded to our claim for compensation. They also claim it is their policy not to provide food vouchers to passengers of cancelled flights. NEVER FLY SWOOP.

Will delay + cancel in less then 2 hour from departure, and give only meal voucher for compensation or a crappy hotel. Next possible flights are usually 3-5 days later. Don't even bother with this company. Owned by West jet, so once they cancel, people will default to buy the premium tickets at West jet. It's a win win for them.

PV to Victoria BC late departure conflicting Web site and airport departure posted different time than email, no e-boarding pass. Ground crew took an hour in Victoria to unload baggage... unbelievable. Connecting through Vancouver would have been quicker.

Just had swoop airlines change a flight we booked by 3 days. We can't do the flight change, but it appears they are not letting us cancel the booking. Anyone else had this issue with this airline and what did you do? Thanks

I booked to travel to Toronto with my partner. Swoop changed all our flights and now we fly on separate days and fly out on separate times. This messes up my hotel and car rentals, forget the fees etc. for separate taxis to and fro from the airport. IT also messes up my partners flight has he is supposed to fly a day earlier and he does not get to that location till the next day. I called Swoop was on hold for 3.5 hours during my daytime working hours and after being hold for so long, they hung up on me. I could hear an agent coughing but she would not reply to my hellos. I knew this would happen as the same thing happened to my daughter in November of last year when she last used swoop. i decided to give Swoop a chance due to its competitive costs but given what they are doing with little regard as to how this affects peoples lives and holidays. I work up north and have been looking forward to this trip which is now being ruined and the joy of a vacation being tainted by the way this airline treats people. I think this company needs to shut down as they really suck at their jobs.

Online checkin is a disaster. Cannot upload files. Offers to scan qr code but can't. finally able to attach a file, then it says the photo isn't cropped. Cropped photo - still not ok. Just a joke

Refused to let me on my flight using my temporary drivers license and photo ID card.

This is an approved ID combination from transport canada.

Cost me 1000+ dollars to rebook on another airline not to mention the fact I left my wife and kids crying at the gate.

Screw you swoop. Hope you go bankrupt.