Swoop

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 728 reviews
3/10
No Skytrax Rating
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1/10

"Swoop cancelled our flight"

(Canada)

Trip Verified | After a delay, right when we were about to board, Swoop cancelled our flight and rescheduled for 7am the next day. We were stranded in Abbotsford and they offered us hotels in the US or one in Chilliwack (30 mins away). I decided to take my toddler home (1 hour away) using Uber and leave my house at 4:30am the next morning to go back. Swoop is refusing to cover my Uber/Taxi rides because apparently they only pay for transportation to the hotels they offered. They single-handedly ruined my trip. The domino effect this had on my trip wouldn’t fit in this box. This airline is a joke and no one should ever fly with them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Toronto
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they have no customer service"

(United States)

Not Verified | Right after booking my flight with Swoop I learned the airline was going out of business and couldn’t confirm I would reach my destination in time. For weeks I tried to contact them to cancel my flight but they have no customer service, The messaging and robots was not successful. It is a blessing that this atrocious airline is folding.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Halifax
Date FlownJuly 2023
Value For Money 12345
no
1/10

"Terrible customer service"

(United States)

Trip Verified | The very worst. Terrible customer service. Terrible attendants, and to think they call the 400$ ticket (excluding baggage) to Moncton from Hamilton low-fare? I got to check in 43mins instead of 45 minutes before departure and the ladies at the check in said since it was my fault that I was 2 mins difference, I wouldn't get checked in, nor get a refund, nor get issued another ticket. It was their non empathy and gross disregard that is very appalling. I still had 43 mins to get on the flight, but they insisted there was nothing they could help me with.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton to Moncton
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"cancelled our flight in air"

(Canada)

Trip Verified | On Thursday May 18 I started on my journey with my daughter to meet my grandchildren. We were able to go because Swoop had a big sale. We were in the air on our way pilot came on said they had to turn around the pilot strike was the next day they cancelled our flight in air. Never booked another one - no customer service only option was to book a flight out of Toronto the next day for more than double what I paid. I had to request a refund on the cancelled flight to pay for the next one. I asked for the difference being 700$ more I asked for 500$ Swoop dollars so I could make up the valuable 1.5 days I lost. They told me because I needed to have that money that's letting them off the hook to do anything for me! They're disgusting
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Abbottsford
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"it was a great experience"

(United States)

Not Verified | I recently flew Swoop from Abbotsford to Edmonton and back last week and it was a great experience! First time flying with them and I was very happy with the super friendly gate and flight staffs both ways. Plus, both flights were on time and we even landed a little early each way. A 180 degree difference from my last 2 flying experiences in the US!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"ignored any of our communications"

(Canada)

Trip Verified | Swoop changed automatically our return flight to earlier days and placed $452 CAD charges on our credit cards. While reaching out to them we faced only a Bot called Donna as their customer support and eventually, after days of research could get a hold of robotic human support named JB on Facebook Messenger who was extremely ruthless, rude, and very heartless. We mentioned we have an appointment with a doctor on later dates for our 1 yr old son and must stay here as a pregnant mom along with my nanny and husband to visit our doctor. They only rejected us with a phrase asking to pay again $452 CAD to change the dates back. Finally, to make the matters worse, they asked us to stop chatting with them based on their terms and services and then to our shock totally disabled our ability to even make any new changes to our flight to be returned back to the original date even when we accepted to pay for it again. Despite mentioning we have to deal with a brain tumor of a kid and it is an urgent trip which was planned precisely with doctors, they ignored any of our communications on their Facebook messenger (only channel). There is no phone to call and nothing else to work with to get a hold of anyone. We asked for their managers and their support said I am the only boss here and you have no one else to talk with whatsoever.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Punta Cana
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"deeply dissatisfied and frustrated"

(Canada)

Trip Verified | My recent encounter with Swoop airline left me deeply dissatisfied and frustrated. My family and I had booked flights from Toronto to Punta Cana, departing on June 10th and returning on June 25th. However, only three days into our trip, I received an email notifying me of a change in my return ticket to June 17th, accompanied by an unexpected charge of $452 CAD. This sudden alteration and additional fee were shocking and unwelcome. What aggravated the situation further was the lack of accessible communication channels with Swoop. Their customer support offered no direct phone line, leaving me with no choice but to navigate through their automated bot, Donna, for hours on end. Finally, I managed to connect with a human representative via Facebook Messenger, only to be met with rudeness and a robotic demeanor. This stark contrast to the helpfulness of automated systems made me yearn for the efficiency of bots once again. Regrettably, despite my efforts to address the issue, the Swoop customer support team failed to provide any satisfactory solutions. Their suggested resolution was to pay an additional $450 to revert the return date back to June 25th. This lack of accountability and refusal to rectify the problem only added to my disbelief that an airline in Canada could conduct business in such an unethical manner. In conclusion, my experience with Swoop airline was extremely disappointing, with their practices falling far below the standard of professionalism and customer care expected from a reputable carrier. I caution fellow travelers to carefully consider the potential risks before booking with Swoop, as their questionable practices and unhelpful customer support may lead to significant inconveniences and financial burdens.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Punta Cana
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"also lost one day of work"

(Canada)

Not Verified | On Friday May 19th the flight 0638 departure time 3:20PM from Toronto got cancelled and we got notified by e-mail at noon time on that day which was not enough notice to rearrange our plane as we already went to the airport. We also lost one day of work as we could have gone to work that day.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Cancun
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Still waiting for response"

(Canada)

Trip Verified | Still waiting for response to request for refund after 4 Months. I paid for an extra leg length seat but when I got on aircraft the seat was no different than the standard seat. The flight attendant recommended I ask Swoop for a refund. I paid to check baggage on my outbound and return flights. My return flight was cancelled and when I re-booked the return flight I paid again to check a bag. I requested a refund at the end of January. I'm still waiting.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton to Moncton
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid at all costs"

(Canada)

Trip Verified | Avoid at all costs! The customer service is absolutely terrible. Companies like Swoop are the reason travel has become so stressful. They lie and scam. I was midway through my flight when they had mechanical issues on board and returned to the original airport. They had absolutely no other flight options to get my to my destination within the next 72 hours. You can't call and speak to anyone and we were told at the airport to just go home by Swoop employees. We were told we got flight and hotel coverage with emails to prove and now swoop won't reimburse. They also couldn't do anything about my return flight that was impossible to take because they never got me to my destination. Have never had such a bad experience with an airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton to Abbotsford
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no