Swoop

Not Verified | Do not fly on this airline. I know that no airline is perfect and that there are tons of things that can go wrong from a logistical standpoint, but how the company handles this is important. Swoop could not care less about customer service. There is no working phone number to speak with a CSR. Emails are unanswered. Tweets are promised a 72-hour turnaround time. The FB Messenger bot is useless. Do not fly on this airline. We were actually booked on another airline LAS - YYZ but wanted to go home earlier. Swoop had an early afternoon flight (as did AC and WestJet, but we wouldn't be able to sit together). We booked it with extras - checked & cabin baggage, priority boarding. When the agent took our bags only then were we advised that the flight was delayed several hours. Although it was about 2 hours before the flight was originally scheduled to depart Vegas, the inbound aircraft had not even yet left Toronto. The departure was ultimately put off to 5:30 pm and we were each given a $10 meal voucher for our trouble. My originally booked flight, which I had to cancel, departed on time at 5:05. (Flair). When the aircraft arrived at the gate, the boarding process began with our zone 1. We passed through boarding pass scanning, and were met with a long line of people waiting to board in the jetway. We were towards the back of the line, near the entrance to the jetway. We waited there about 15 - 20 minutes before some people in hi-vis jackets passed by us and then quickly came out to abruptly tell us the flight was cancelled. We immediately re-booked on the later, red-eye AC Rouge flight 1704 (which was excellent and on-time, by the way). We had to be in Buffalo by 11am on Saturday. That red-eye was our last chance to meet that deadline. Swoop later emailed us with a link to book an overnight room and rebooked our flight to the next morning, Saturday Nov. 12, at 10am. It ultimately left late, at 11:50 am, arriving in Toronto at 6:30 pm, about 24 hours later than originally scheduled. Do not fly this airline. Literally choose anything else- rent a car one way if necessary. Since we had only just bought our ticket that same morning, I certainly assumed that getting a refund would not be a problem. It has now been well over 72 hours with no communication whatsoever from the airline in response to our many inquiries, and no real way to reach them. You are better off walking. Although Swoop said that the delay was somehow due to customs & immigration delays (even though the passengers on the inbound flight YYZ - LAS would have all precleared US customs in Toronto), I suspect that the real issue was that the delay had taken the crew out of its allowed time for service, and they had a mandatory rest period before the flight could resume on its way back to Toronto. Why do I think so? Because I sure didn't see any new crew show up and I was at that gate literally from 11:30 am - 5:30pm. So, they'll try to avoid having to make refunds by lying about the reason for both delays - inbound to LAS and outbound from LAS.

✅ Trip Verified | I had reserved a ticket with Swoop in advance but the flight was canceled for "unforeseen safety reasons". Not fun but not the end of the world either. However, they asked me to chose my seat again for the next flight which I did and got a seat with extra leg space. So I get on my flight and low and behold, they give me a regular seat. Now that in itself is not a big deal, but definitely not fun for a 6'3"ft guy who paid extra money for that extra space. The air attendant told me that they had to change plane last minute and couldn't give me a seat like that but that Swoop will refund me. Ultimately, I've tried to get a refund to no avail. I've tried emailing, calling and Facebook messenger and still can't get a good answer. Horrible customer experience and they will charge you for things you don't even get. Save your money and go on a reputable airline. To summarize, I was delayed 3 days on my trip, charged a seat with extra leg room and ultimately not able to reach a human by phone or get compensation or a refund. I will post this horrible experience everywhere I can write a review.

✅ Trip Verified | Flight has been delayed several times. It is supposed to take off at 11. After 3 postponed departures now it is scheduled for 5.30 Hope they won't cancel it on me. What a nightmare. I am still stuck at Las Vegas Airport. Earlier, 2 flights have left for Toronto already. I made a mistake choosing Swoop. A word to the wise: Do not - repeat- do not fly this airline. Anger, frustration, missed flights will result.

Not Verified | This company has the worst customer service - I want to change a name on a flight, simply remove a middle name so that the ticket matches the passport. It has taken me 3 weeks of trying to contact customer service via their messenger platform. The phone number provided simply states we can't take your call and visit xxxx online for Bot assistance, first attempt I provided flight info, booking confirmation # and the request, the rude reply was unbelievable. The cost of the flight after all the hidden fees, turns out to be equal to or more than AC or Air Transat. Hire staff or truly make this a discount airline instead of roping customers in and then hidden fees! Seriously $15.00 charge to speak to someone! Just remove the name so the ticket matches the passport (btw the name was auto populated on their booking site from the previous name booked. I have never written a negative review about anything in my 65 years, this is unacceptable and I will never fly with this airline again.

✅ Trip Verified | I have a complaint to report: The reason for writing is to expose my discomfort from a very bad experience I had in the service in this airline. I have traveled for work reasons on June 9, 2022 from Toronto to Halifax. and when I got to the area where the staff checks the luggage a young guy told me that the luggage of my suitcase that I had paid for was fine. But in the carry-on bag that I had with me I had a 15.6-inch laptop, he made me pay $67.80 for it, that’s more than the cost of my baggage of several kilos of weight. you should have more control of your staff. That’s why I’m leaving my review here and I believe that those people like me will never again travel on your airline including that I already asked my family and friends because these experiences are discussed at family gatherings and social. It is very uncomfortable and annoying that your review staff does this with consumers because you owe it to the consumer and with these actions many people move away and avoid traveling on your airline again. Then I traveled 3 more times between Halifax and Toronto on other airlines and none of them even checked my hand luggage, much less charged me a cost for said bag. if it passes the formal airport review it’s fine, but we are NOT charged extra by travel agencies. Guide your staff better or renew them constantly because it seems that they are NOT happy doing their job. R.B.

✅ Trip Verified | Swoop is the worst airline I have ever flown with. Never Again. We booked the flight, weeks in advance and the flight got cancelled twice. The second time was less than 24 hours from check-in time. When we did check in for the second time, no qr code boarding pass was emailed to us and we couldn't access it through their poorly made website. Our friends flight also got cancelled and were asked to rebook, however after checking in their luggage, their flight got canceled 30 mins before take off. They rebooked their flights for the next morning when the concert is tonight and I highly doubt that they will ever be reimbursed. The flight we are on has empty seats even though my friends were told that the plane was full. After talking to the flight attendant asking why they couldn't board, apparently it was too late but they had already checked in and made it past security. Not impressed and never again.

✅ Trip Verified | This by far was the worst experience I've ever had on a airline. Our plane from Edmonton to Toronto was 135 min late. The lady couldn't do a tag for our luggage to get switched at the swoop desk. This is new to me same airline multiple places should be able to switch luggage on a connecting flight. We landed I had less than 1 hour to switch luggage because Edmonton was unable to. The swoop check in bag person just looked at me said nothing I can do. So I guess it's acceptable as a airline to be 135 min late. Half the people on our plane missed flight to Vegas. I guess I'll have no clothes in Jamaica for a couple day's and that's all good for the people who work at swoop. Save yourself the hassle not the money don't fly swoop first experience was Terrible. Zero customer service zero help people just looking at me and making me feel stupid.

✅ Trip Verified | On-line check-in failed. Had to check in at airport. Long line at check in, which is typical for a LCC. Seat pitch left me with one inch of legroom, which was more than I expected. Seats did not tilt. Flight was delayed by almost an hour. After take off many people ran to the front of the plane. Was not expecting this. All seats had in-seat power, which was nice and unexpected.

✅ Trip Verified | Checkin system seats everyone in the back. Upon boarding, the flight is delayed because they have to shuffle passengers to the front of the plane because of a weight imbalance. Safety first right. Just a coincidence how all the front seats are more $$ to sit in then the back and people don’t wana pay to sit in the front so the system seats 90% passengers in the back. So we spend 10 minutes shuffling passengers from the back free seats to the front paid seats then the flight is delayed due to a “airport” issue. Go figure. Profits over safety is the underlying moto for all “low cost” airlines.

✅ Trip Verified | My first time traveling with Swoop and the service was amazing. Great customer service and a wonderful pilot who displayed such grace and respect. Thank you for such excellence and looking forward to Travel with you soon.