Swoop

Not Verified | Our flight from Kelowna to Toronto was cancelled. No offer for another flight, could not get a hold of anyone to speak to. We were stranded in Kelowna and it cost my husband and I an additional $1600 and a layover to get back home the following day. This is an absolute disgrace and they should not even be allowed to fly. I will never fly Swoop or will I ever recommend Swoop to anyone

✅ Trip Verified | This has been the worst experience with an airline I’ve ever had. I purchased tickets through Swoop for my families vacation. We are travelling from Victoria to Toronto and chose Swoop because the airfare seemed to be a good price. However, once you purchase your ticket you find out that a carry on bag is not included, we were travelling with a family of 3 and had to pay an additional $300 approx. to bring a carry on! Not checked bag. This defeated the point of purchasing with Swoop. They cancelled our flight less than 24 hours before take off due to unscheduled maintenance. the only options were to select a Westjet flight that didn’t leave anywhere near the same time. Our original flight was scheduled to leave at 9:50AM and arrive in Toronto at 5:30 PM… the earliest flight offered was leaving Victoria at 6:40 PM, arriving in Toronto the next day at 6:00 Am. Our original flight was direct, the replacement had a stop with 3 hour layover. Arriving to our destination a day later caused us to have to reschedule our car rental, our hotel which we are out of pocket $ We have one less day for our family holiday and the inconvenience to have to reschedule the entire week with our extended family. My time is valuable and I had scheduled my time off work where now I have lost wages for a day I could have been working. To add to it, you can’t get ahold of any customer service agents. They have a messenger service which response was that an agent would get back to me in 72 hours. I will never support this business again and anyone who books with Swoop should expect a worse case scenario. I wish I would have read the reviews first.

✅ Trip Verified | Swoop is an expensive airline for an economy airline. All of the extras soon add up. Despite this I am not leaving a bad review. I enjoyed my flight home. Much better than the flight out on a 737 Max. We had paid for extra leg room on both flights but the 737-800 had way more leg room than the Max. The flight attendants on both routes were fantastic but I have to say that on the return flight they were magnificent. So helpful and friendly they were a credit to their profession. The choice of food for a 4 hour flight could have been much better but we were prepared and had eaten before our flight. We did get some snacks that were expensive, but again we were prepared for that. The seats were more comfortable on the 737-800 than the Max. We will fly Swoop again but won’t pay for the carry on bags as we were told they would have been free. We will try to get our money back for the carry on bags but if we don’t it’s the cost of a lesson learned.

✅ Trip Verified | Booked round trip direct flight tickets 4 months in advance. Checked in online at exactly 24 hours before flight. 10 hours later (14 hours before flight) received an email from Swoop that flight was cancelled for "Unplanned Maintenance". Was heading on family vacation for a week with an AirBnb booked (which is no longer refundable), as well as non-refundable baseball tickets and attraction tickets paid for. The email included an option to rebook with West Jet but the only options were 15 hour travel time flights with 2 stops (vs the 2h55m direct flight). We also would arrive 1 day later, so also lose a night of our vacation. Tried getting through to them on both their phone and messenger but call center already closed and simply no response on the messenger service after a full hour. Ended up going to the airport. Found out their "unplanned maintenance" was simply regular maintenance they simply did not get completed by the deadline, according to a Swoop pilot that was at the West Jet counter trying to rebook his flights. And the West Jet agent nodded in confirmation as it also impacted 5 West Jet planes. How is that unplanned maintenance when it was regular maintenance they simply didn't complete when they were supposed to? And why do the passengers pay for their mistake?? Ended up paying a ridiculous amount to fly with another airline and arrive 5 hours later than planned. Prices with Swoop are great but they mean nothing if all their flights are cancelled. Will never use Swoop again.

✅ Trip Verified | I lost count of the changes to my flight. In the end, I list a full day off my trip. When I had to reach them their phone message actually said they were not answering calls. Westjet should be ashamed. You can’t run an airline with bots.

✅ Trip Verified | On March 14, 2022 my wife and I booked our flight from Hamilton to Halifax July 31, return August 9th, to celebrate our 50th Wedding Anniversary. Our boarding passes were confirmed July 30th at 6.53pm. A little more than 4 hrs later we got a Flight cancellation notice due to "Operational Reasons". At 11:02pm the night before we leave for a completely booked vacation. My wife had already gone to bed, but I had not. At 1:05 am another email; "Please select "Options" below for next steps, including booking your new flight ... Your flight options include WestJet flights, subject to availability. Note that if you choose a WestJet flight, the booking cannot be cancelled or changed. It is your responsibility to ensure that you have ample time to check in and board the WestJet flight." At 1:15am (Do they really expect people to be up at that time?) "travellers may also book a flight on WestJet from Toronto (YYZ) to Halifax (YHZ) in order to reach their final destination." Said 'option' involved flying from Hamilton to Calgary, and a five hour layover. Now a two hour flight becomes 19 hours. How can that be considered a viable option? And that flight to Halifax from Calgary was cancelled. We cancelled, and received a refund for the cancelled flight and were lucky to book thru Flair for the next day, at double the price. And we had to eat the charges for the hotel booked for the missed day - $330. And we'll have to hope to get the return flight refunded - It was too difficult to fly out of Waterloo and back to Hamilton. And from what I can find out that flight never happened.

✅ Trip Verified | Swoop changed our flights multiple times and shaved almost three days off our trip. We had a direct flight but had to stop in Calgary to refuel and it took a very long time. There were no outlets to charge our phones on the plane and the food and service wasn’t great. I will not be flying Swoop again.

✅ Trip Verified | I have flown with Swoop now 3 times. I love Swoop!!! Their staff are not only courteous but they had us laughing as well. On our trip into Charlottetown I made a special request for a Stompin Tom Connors song to be played. Bud the Spud - sounds silly but they played it once we landed. This airline has had bad reviews and for the life of me I can't figure out why. Swoop - I am a loyal customer going forward. Thank you for telling the passengers we were important to you. That in itself made a huge difference to me. P.S. love the pink!

✅ Trip Verified | Booked a flight from Hamilton to Edmonton only to have it cancelled just hours before departure. At the airport, no Swoop staff could be found. Third party staff was hired to deal with the customers, they didn’t help us book another flight, only offered a travel voucher to hire a cab to Toronto and hope to book a flight either through Swoop or WestJet. They assured me that I would get fully reimbursed, I also followed the guidelines given on the cancellation email to book with Swoop or WestJet, they provided me a link to submit receipts for reimbursement. I submitted all necessary documents, waited 31 days for a decision only to find out that my claim isn’t eligible for compensation due to rest times for the staff. I am out over $1900. I can’t afford this, I was lied to. Avoid this airline at all costs.

Not Verified | Overpriced stressful experience, will never book with Swoop again. Do yourself a favour, you’ll save money in the long run if you book elsewhere. Even Swoops cancelation policy is silliness.