Swoop

Not Verified | I travelled from the Dominican Republic to Toronto last month, I was supposed to flight at 3:10 pm, arriving at Toronto at 7:50 pm, but, we received an email from the airline saying that they've changed the flight schedule, thus we will be flying at 9:21 pm, arriving at 1:55 am at Pearson airport. Furthermore, I finally took off the airport of Punta Cana at 10:20 pm, arriving at Pearson airport at 2:20 pm, despite the delay, they left us one hour inside the plane before we can get off the plane without any explanation, and we were banned to stand up inside the plane, not even for go to the bathroom, any person who tried to go to the bathroom was ordered to sit down during that period of time, (1 hour). As a result of this unfortunate situation, I was finally out of the airport at 3;15 am, and had to pay an hotel room for that night, because it was too late for me, and I live three hours away from Toronto. Finally, when the delay occurred, I received an email from the airline which established that I may be eligible to receive a compensation due the situation, so I proceeded to submit a formal complaint to swoop about that situation, but, they rejected under the argument that the flight was not delayed from more than three hours, it was not eligible for any compensation.

Not Verified | Terrible airline - will never use them again. Arranged for a wheelchair for 90 yr old Mother - they told her to use her walker and made her walk 15 mins to the gate! She was exhausted and in pain! Why would the staff be that cruel when it is easy to see she cannot walk on her own. Then 2 days before she was to return she ended up in hospital with an infection. Tried to call, email, use their 24/7 chat line multiple times but they would not answer or respond. Called Expedia whom I booked the Swoop ticket through, and they were useless as well. Neither would help or respond and so I just lose the $ for the return ticket I guess - they don't seem to care.

Not Verified | I never even made it for the actual travel. This is pre travel. Bought tickets over 2 months ago for $275.00 return from Ottawa to Vancouver. Got a TGTBT deal but since it was through Google Flights I did it. Received an email 2 weeks before departing letting me know my flight had been canceled. I was given the option to cancel or change to a date they chose, 5 days after my original departure which meant I would be staying 2 days instead of 7. I called the agency I bought the tickets with and the agent told me those prices didn’t exist that the real price would be 1600.00 but she would give me a 50.00 discount each flight. The only caveat was I needed to fly in to another city and then take a water taxi “for only $150.00 more each way” I would still be saving a lot of money. I was flabbergasted and told her to then cancel the entire trip to which she told me I needed to call Swoop directly. I did so, was on the cue at 147, waited for over 3 hrs and when I reached #25 on the cue it just suddenly cut me off. What a scam of an airline!

Not Verified | Terrible customer service. I purchased cancellation insurance (CHUBB policy) and was not able to take the flight. Had to wait until after the flight days had passed before I could apply for a refund. After unsuccessfully trying to register my refund request on their pathetic customer service website, I waited about 6 hours on the phone until finally an agent said I had to complete a 'Message' request - he couldn't help me? Now been 3 weeks and nothing from Swoop. Here I am back on their live agent chat 'in the cue' waiting yet again for an agent. Never booking with Swoop again - not worth the few bucks you save!

Not Verified | Recently booked with Swoop to go to Edmonton for a family wedding. Prior to departure, we had four flight time changes - the final one was a flight cancellation. Many passengers in my family were booked and had to scramble to get there. This is not acceptable if you have work commitments, child and pet arrangements etc.. Return flight also revised four times. Flight finally confirmed and seat assigned. Eight hours before the flight it was cancelled. Options were very limited. Customer service was dismal. This is not acceptable. Frankly myself and my large family will never book with Swoop again, disgusting customer service, reliability and commitment. It’s dangerous, stress inducing and not acceptable!

✅ Trip Verified | Not on board at all, didn’t even get on the plane. My kids were denied boarding in Moncton. This was a scheduled visit and I haven’t seen my kids in over a year. Didn’t save any money as there was no refund and it cost more to book a flight so late with a real airline. Zero customer service, that “bot” is useless. This is the biggest scam going. Unfortunately I booked return with these idiots, probably no refund for that either as I will not fly with this so called airline. It’s July 2, the return is not until August 15th. I expect a full refund as that is plenty of advanced cancellation time. Unbelievably poor service.

Not Verified | Penny fool pound wise. Checked in online, no baggage, only carry on. Would not print boarding pass. Now in queue with others 1Q for l those with and without baggage. Like many will miss flight. Great demonstration of logistics stupidity. Being a spin off of WestJet expected this they could have planned. Not worth saving a few $ on flight then face add ons plus add ons and now this.

Not Verified | Avoid at all costs! Our friends were stranded for two days because their flight back home to Winnipeg from Ottawa was cancelled due to a "staff resources" issue. No hotels, meals, vouchers, or anything were offered and the next available flight was two days later! They went against their own policy saying they didn't have to pay anything out of offer accommodations because the flight cancellation was not their own fault. They later *changed* the reasoning for the cancellation (very suspicious) saying that the flight was stopped due to customs. Our friends visited the airport in person and the Swoop personnel literally said they couldn't do anything to help them and that "They weren't actually Swoop" and "Didn't actually work for Swoop". They told our friends to speak to Westjet instead! It was not possible to get through to them by phone or online. Extremely poor communication and customer service. If you visit their Instagram page, all the comments on their posts and customers demanding explanations.

Not Verified | Halifax to Hamilton. Canceled my flight with less than 8 hours notice except for the email - no customer service at all. No number no one to call no help at all. Very poor. Worst website I have every used no help at all.

✅ Trip Verified | The worst experience I have ever had flying. And I have been travelling most of my adult life. This time was different though, I had my one year old daughter with me. What started out as Swoop airlines telling me I was at the wrong gate - turned into over $1400+ in expenses and damages in just a few hours. As I approached gate B5 at Toronto Pearson airport which was stated on my ticket where my flight would be - the service staff informed me that I was infact flying out of B25 instead. So, from there I pretty much ran pushing my daughter in the stroller approximately 15 mins across the airport. Once I reached B25 I was informed there that the flight I was trying to catch had already left. From there, I back tracked. Racing both my daughter and I back to B5. And what happens when I reach B5? I am denied boarding. They told me they called my name so many times that I can no longer board, I've missed my chance, as I watch the plane preparing to leave the gate. Keep in mind, my reason for flying is because I am relocating from Ontario to Saskatchewan. I have no family left and not many friends in Ontario. I am flying to Edmonton to meet my family. With my one year old daughter. I begin panicking, as someone who does infact suffer from major anxiety, I'm being told I can't catch my flight. At this point I'm told to sit down and they will help me. I'm crying uncontrollably when the supervisor approaches me. Telling me infront of the rest of the people waiting for other flights to "get it together" and "what example I am setting for my daughter" So now I'm being shamed by someone who has no compassion that a young mother who has been denied access to fly to my new home is over reacting? I'm sorry but if you were told to get it together and go home with nowhere to go how would you react? At this point some stranger came over to me and tried to calm me down. I couldn't stop crying and began having a panic attack. This went on for over an hour before they told me to go home and that they can do nothing for me. Not only blaming me for missing a flight I was prepared and waiting for but shaming me, calling me names and being far from decent. There was no compassion for someone who was told to go else where and then sent back to where I was originally was just for them to tell me that it was my fault? Telling me to go home but where do I go? No car, no house, no family. Just me and my daughter at this point it was midnight and I was left alone at the gate. The only person who showed me any decency was the security guards who helped me find my way out of the airport and over to the connecting hotel. The Sheraton. How is it fair that I had to check in to a hotel at 1am with my baby and be charged $545 for a single room from the hours of 130am until check out which was 11am that same morning? And not only that but I had to rebook with a different airline spending another $700 for an immediate ticket the next day.