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

"Super disappointed in this airline"

(Canada)

Not Verified | Bought 5 tickets to Edmonton and Swoop changed the flight 2 weeks before the departure date. So instead of my original 4 day trip, they shortened it to 3 and made the departure time super late. I already booked my car and hotel and am now not able to pickup the car on time and can't cancel that car. Also booked a hotel for 3 nights and now need to switch it to two and when I tried to call the number to speak with an agent, it wouldn't even go through. Super disappointed in this airline and would 1000% would not recommend anyone to go on it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Edmonton
Date FlownJune 2022
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

"nickel and dime you"

(Canada)

Not Verified | Kelowna to Toronto. I’m on hold with customer service over 2 hours now, still waiting, this airline is garbage. The prices are cheap only to nickel and dime you for everything. Won’t be flying Swoop again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKelowna to Toronto
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"would never recommend"

(Canada)

Not Verified | Hamilton to St. Johns. Absolutely garbage airline, would never recommend them to anyone, not worth the hassle. Terrible customer service. On hold for 4 hours for them only to lie about what was on their website.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton to St. Johns
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"terrible option for the average person"

(Canada)

Trip Verified | I did not actually fly with Swoop as they made unreasonable changes to our flights and we ended up cancelling and booking with a more reputable airline. We originally booked a flight via credit card in January 2020 to travel in June 2020. After the flight got changed multiple times(different time of day and then to a completely different airport which was an hour and a half away) it was inevitably cancelled due to the pandemic. We were offered credits for the flight that would expire in 2 years which we took as that was the only option available at the time. We did not qualify for a refund as it was uncontrollable. Finally, this year we decided to book our trip again and use our credits. We booked 3 months ahead of our flight time. We were no longer able to fly out of the city we live in as Swoop was no longer offered at that airport so we booked our flight out of an airport 2 hours away. We also had to pay a little bit extra as flights were more expensive now. They changed our flight times 3 times since we booked. Same day but different times which is a little annoying but not the end of the world until today when we got the notification that our return flight had changed again, this time it was 2 full days after our original return date. For us, this is not an acceptable change as we are scheduled to leave in a week and a half. Our vacation time with work was already booked, our accommodations were booked and our car rental was booked. When this happens, they give you the option to accept the changes, make your own changes or cancel and receive a refund in the form of the original payment. I contacted them on social media asking if I could receive a full refund to my credit card and they said no. Since this flight was booked using mostly credits, I could only receive another credit to my account but I would receive the additional money I spent(since the flights for more expensive than our original booking) on my credit card. I fought with them a bit on this because I don't really want credit towards an airline I never intend to use again due to the complete uncertainty of the flights themselves but the answer was still no. They put the onus completely on the passenger to change their whole schedule around every single little change they make. They make it incredibly difficult to make your own changes but they are allowed to make several unreasonable changes. Not everybody can just add 2 extra days to their vacation no problem or just fly out of a completely different airport. And it's not like they offered to pay for any additional costs this would incur for accomodations, car rentals or travelling to & from the airport. They trap you and then pretend like they offered you a reasonable solution. If you are a person who is okay with last minute changes and can afford to be loosey-goosey with your dates, times and airports, maybe Swoop is the right airline for you but in my opinion, they are a terrible option for the average person.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Abbotsford
Date FlownJune 2022
Value For Money 12345
no
3/10

"Not a great customer service experience"

(Canada)

Trip Verified | Our experience with swoop isn't the best going back to Edmonton. We lost our baggage and the staff around 1am June 7 told us that she wasn't able to notice the baggage since she’s caught up with another issue in one of the oversized baggage. She was about to ask me to fill out a form for the missing baggage, I told her if she could check it properly with other staff because we put our medications in the baggage. She doesn't have that sense of urgency to do whatever a staff should do with the client. So since I told her that we cant go him without it. She tried to call other staff and she was advice that they got our luggage. Not a great customer service experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"would not recommend this airline"

(Canada)

Not Verified | So, being a discount airlines, they do not issue refunds or provide any cancellation policy. I found this no cancellation thing after over 5 hours on hold only to find what seemed like just 1 guy in the call center and after saying I want to cancel due to covid issues on both sides and he tells me "I can't help you". What!? So after all this they kept my $4000 and provided nothing! Not even a way to cancel. I had a good flight in 2021, no issues. In COVID times forget it. They don't think about their customers, just the dollar signs that you provide. I would not recommend this airline! Steer clear!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKelowna to Toronto
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"having my mask just below my nose"

(United States)

Trip Verified | Never in my life have I stepped onto a plane and been threatened with the prospect of a travel ban for having my mask just below my nose. Earlier this week the WestJet (who owns Swoop) CEO said that these silly mandates imposed by the Federal Liberals need to be removed. This Flight Attendant proceeded to introduce the flight to the passengers by issuing the same threat and how that we are still in a Pandemic. She said that if you're sleeping and the mask is just below your nose you'll be woken up and threatened with a ban if it's a two time offense. I will continue to give Swoop a chance to earn my business but this one Flight Attendant has zero business being a customer facing ambassador to the brand.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHalifax to Hamilton
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"cancelation policies are trash"

(Canada)

Trip Verified | Swoop is absolutely garbage. Their cancelation policies are trash. Same with re-booking. They are unwilling to work with customers or compromise. They say they are an ultra low airline yet have rhe exact same pricing as their sister airline, West jet? If I could give a negative star rating, I would.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownMay 2022
Value For Money 12345
no
3/10

"Customer service is very poor"

(Canada)

Trip Verified | When I got off my hour flight, my suitcase was damaged. This was a brand new suitcase I put in a claim at the airport and was told someone would get back to me in a couple days, no one did I sent an email regarding this and still no one replied. Customer service is very poor
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Kelowna
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never book with this airline"

(Canada)

Not Verified | Do yourself a favour and never book with this airline. At 28 years old, this is the first time I have ever felt compelled to write a review about a company because they are just that terrible. They cancelled my flight due to COVID-19, which is understandable but refused to give me a refund. Instead, they offered Swoop credits that expire within a year. Problem is, they also stopped flying out of the city I am located in so not only would I have to pay more than double the price but I would have to fly out of an airport 2 hours away. When asking for a refund to my original form of payment it took 35 days for them to respond! At worst I was hoping to get my Swoop credits extended, but by contacting customer service (if you can call it that) you will be on hold for a minimum of 2.5 hours.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Vancouver
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no