Swoop

Not Verified | Everything turned out perfectly fine. My family of three paid to check a massive bag (which we all shared) and then trotted aboard with our personal items. The flight left on time and arrived on time (for what it's worth, the descent into Abbotsford is breathtaking). The crew were brisk but pleasant. Yes, the seats feel a bit like 1970's lawn chairs and yes, you have to pay for extras (carry-on, food, entertainment), but bring a book and a snack, and you'll be fine. And, let's face it, $300 return is a steal.

Not Verified | Booked a flight for travel in March 2020, we couldn’t travel because we were in the middle of a pandemic (covid 19) so I was originally told to wait there would be a refund shortly, when not hearing from them I start to investigate again! You can only get a hold of them through a chat board! I was told today that there was absolutely no refund, we would have to take the credit. I paid for the tickets (3 of them) and I want my refund. Annoyed beyond belief!

Not Verified | I had a trip booked with my girlfriend to go to Winnipeg and I am an essential worker who was recently in close contact with someone who tested positive for Covid19. I tested negative but was advised to quarantine. I told the airline this and they would not offer a credit or even a refund. They said they could rebook my flight 2 weeks later when I am away on a business trip. We asked if they could extend the 2 weeks and they refused. We asked if they could offer us a credit as we would like to use it at a later date and they refused. We even offered to have my Girlfriend go alone and just get credited for the 1 ticket and they still refused. They said they would not help us in any way. So we were left with 2 choices, use the ticket and go on the airline and potentially expose every one of their staff and customers to Covid19 or lose out on the money we paid for the flights. As such, I am going to go on the flight and hope for the best, I hope someone from their head office sees this. Avoid this airline at all costs. Also, what this company doesn't realize, is that I travel for business and will be taking 60-80 flights per year and will be sure to tell everyone about my experience with Swoop. Lifetime value of a customer, look it up, learn it.

Not Verified | Found the staff very helpful and pleasant. As a senior they were excellent in helping me board and to get off the plane. They had a wheel hair at both ends as I can no longer do stairs. Seats where fine. Thank You Swoop.

Not Verified | I have just used Swoop with my family for the 1st time and we were not impressed. Our other family member used this airline as well 2 yrs ago and same problems with luggage. For there over luggage is an absolute rip off. You pay for your luggage at nearly 50.00 and have a couple pounds over they charge 1130.00 each bag. This is absolutely ridiculous. Then our other family member charged them luggage and wouldn't allow her to check her bag in. This airline is terrible. Ripping people off for luggage is just wrong.

✅ Trip Verified | Horrible Customer Service. Would not recommend to fly with them unless you are jammed for cash. Make sure you get your luggage and seat situation sorted out well before hand because they will not allow you to make alterations on luggage even though you already paid. Also don't wait until you get to the airport to get checked or carry on bag because they will charge extra. All in all this is a very low quality airline and should be avoided if possible.

✅ Trip Verified | They moved my flight one whole day, saying they are very sorry for the inconveniences, but not really providing a reason why they had to do this. I'm not a frequent traveler, but I've taken quite a few fights in the last 40 years and this is the very first time this happens to me. I submitted a claim to see if they could cover the additional lodging costs I had due to this change and was useless. And still they didn't explain why that happened. What's the point of using a cheap airline if they will cause you to spend more on other aspects of the trip. Now I've realized there are reviews posted here by people who have gone through the same. Lesson learned for the future to check reviews before flying with an airline for the first time.

✅ Trip Verified | The best airline customer service during pandemic. They changed my flight time but opened a 14-day window to reschedule the flight. I checked in a new date but then had to change it again, the lady on the phone not changed my flight date after I had checked in (less than 24 hours to the flight), and also kept the seat and baggage that I had purchased. She was very kind and nice. However it took 50 minutes to reach the customer service on the phone, but in the end everything went well.

✅ Trip Verified | After an hour delay I was boarding the plane. We were being rushed by security as we were the last ones getting on the plane. A customer was speaking to the stewardess in the doorway. I was taking my time due to covid precautions. I smiled and greeted her, she waved and returned the greeting I said something about being rushed then I proceeded into the plane to put my bags up. Suddenly a new stewardess appears behind me yelling at me "If you don't hurry up and sit down and shut up I will ground this plane. I have that power". I said, I was just putting my bag up. She yelled at me not to talk back "there are 300 people on board who want to go home! You need to sit down and shut up now or it will be grounded". I dropped my bag in the aisle hoping she would let my husband put it away as he was still coming on behind me. I asked the woman in her seat to let me in to mine and quickly sat down. The woman proceeded to yell at me that "we took a vote whether to fly or wait until tomorrow and I am happy to wait until tomorrow so go ahead and say one more word". I told her I was sitting and not speaking, what more did she want from me. She went back into the cabin. Half an hour later my husband asked for a drink - this staff member refused to get him a drink because of the earlier incident - apparently I called someone a name. If she misunderstood and thought I said something inappropriate why didn't she question me about it at the time? Why would the other woman come from behind to do the yelling. I am flabbergast. I never called anyone a name and I don't deserve to be treated with such rudeness. I was so embarrassed being scolded and terrified that I wouldn't be able to go home to my children. We were thirsty as we can't bring water on with us and now for 4 hours couldn't get a drink. I had to go to the bathroom but had to hold it for three hours for fear of this woman turning the plane around. As we were leaving the plane they were all laughing about how this woman was finishing a 12 hour shift. When we left Ontario we were rushed onto the plane so they could "hurry up and get home", when we left Abbotsford we were delayed an hour then yelled at to hurry up. I am disgusted with the way I was treated. The staff were terrible, she ruined my flight.

✅ Trip Verified | An airline with no compassion but happy to exploit. I was out west to visit my son when I found out my father’s cancer had spread and they would be taking him off life support. I quickly moved my flight up from the afternoon to the morning. Swoop was just as quick to exploit this a charge me approximately $450 to sell me me an empty seat and charge a premium to sell my afternoon seat. I informed them of the situation and offered to answer any questions they had. Their response is we are a discount airline and offer nothing for bereavement. I can not rank this kind of behaviour low enough.