Swoop

✅ Trip Verified | Lord, what a terrible experience we have had with Swoop! They cancelled our flight at the last minute leaving us stranded. Now, I realize this is an ultra low cost airline and it serves us right to have succumbed to the lure of saving 50 bucks but this is preposterous - it seems, there are no human beings that work for this airline! None! This might work when things go OK, but when things bad it's a nightmare. I won't go through the whole ugly process of finally getting to PV or the downstream effects on things like car rentals and Airbnb rentals etc., but I will encourage you to NOT entrust your vacation to this bizarre enterprise.

Not Verified | Believe everything that you have read. Swoop is absolutely by far the worst airline I have had the misfortune of booking with. The flight was cancelled due to ‘weather’ when it was going to be/ was a perfectly lovely day. The snow from the previous day was not bad, stopped before 7 am, the flight was scheduled for 6:40 PM. While an email did arrive almost 24 hrs in advance there was no opportunity to get in touch with someone. I stayed on the chat for over 2 hours. Their auto-assistant chat did not even have an annoying pop up saying that an agent would be with you, every 15 mins I wrote in chat to see if it was open. I did not get through to support. I submitted a refund request, with ironically said it would be reviewed by customer service. Seeing as multiple people have alluded to, this seemed ominous given there was NO customer service or human beings that you can actually contact. No emails as everyone has noted, you pay for everything on this airline more than with the bigger brand carriers. I now see why they are able to charge so little, they cancel many flights, re- book a small percentage of passengers from multiple flights and do not credit or refund you, they are impossible to get to.

✅ Trip Verified | 9 hour flight delay without any explanation or notification. Had to sit in the airport and wait all day. Could not speak to anyone from Swoop and online chat said someone would respond within 48 hrs. Brutal

✅ Trip Verified | March 9, 2022 I booked 5 flights for myself and my family with Swoop from Toronto to Orlando for a family vacation. The flight was on Saturday May 21, 2022. The flight got delayed numerous times that day and ultimately got cancelled. That same day Swoop emailed passengers with the following message: "You may also submit a hotel receipt for reimbursement up to $250CAD. Please email your receipt to [email protected] and include the following: First and Last name, reservation code, Email address and phone number on the reservation." I submitted this information on May 24, 2022 then followed up again in August and then November but still haven't heard back and haven't received any refund. I’m not sure if Swoop intends to repay us for the hotel expense.

Not Verified | Do not book a flight with Swoop! They are so unhelpful. I booked a flight from Montego Bay to Toronto. I went through security, and the flight was delayed several times until it was cancelled. We all waited around for so long and there were no swoop representatives to help us or direct us in any way. We just kept searching for hours for anyone to help us. There were no announcements made about the cancellation either. We all found out through email. After many hours, we were let out of the airport and had to find places to stay, pay for them (with no compensation at all from Swoop), and told that they would email us when our rescheduled flight would be. We eventually got rescheduled for 9AM the next day and ended up actually departing around 10:30 AM. Once we arrived in Canada, there was a delay for the plane to arrive to the gate and our luggage was extremely delayed. Again, there were no swoop representatives to help us. No announcements were made about the luggage either. Almost 2 hours after landing, I finally was able to find my bag. I have since reached out to Swoop through their FB 'customer service'. They have told me that there will be no compensation through them because they said the cancellation was uncontrollable, but in reality, we were told that the airline couldn't leave because when they arrived in Jamaica, the crew was over their time. This is so unacceptable and ridiculous. You also have to pay separately for your bags and if you want any food or drinks on the plane. It's marketed as an ultra low budget airline, but it is not worth it. You end up spending more due to all their inconveniences. Book with a better airline.

Not Verified | Our flight was leaving from Toronto to Cancun at 6am so we had be there 2 hours early for check in we live 4-5 hours away from airport so we drove all night without sleeping, they checked us and boarded the plane FULL. Told us were waiting for luggage to load, about an hour later captain says he is canceling flight everyone off plane. Swoop has no answers or refunds or other flights to offer anyone on the plane so most of us just kind of stuck here. No other flights heading to Cancun until the next night - basically ruined my trip. My hotel was cancelled as it was an all inclusive trip, flight and hotel. Swoop has the worst customer service couldn't get thru to them online, by phone and even the representative at counter had no answers for all these angry travelers. Do yourself a favor and DO NOT BOOK WITH SWOOP.

✅ Trip Verified | Absolute nightmare. They cancelled my 7am departing flight at 1am when I was sleeping. Wake up to the automated email notifying me they have automatically rebooked me on the same flight the next day. This doesn’t work for me. Their chat is unavailable overnight so can’t get a hold of anyone. Finally make it to my destination 9 hours later than supposed to after a whirlwind of a morning, rescheduling hotel, rental cars, split off from the individuals I was travelling with, and a direct flight from TO to Kelowna now takes me to Vancouver then Kelowna. The extra leg room and baggage I purchased with Swoop does not transfer over to my WestJet flight and there are no upgrade seats even available for me to purchase with WestJet. If I thought this couldn’t get any worse the same thing happens a few days later on my return flight! Same exact 1am email for a 7.30am flight! I swear they were both automated and cancelled because the flights were not full. Again no support. I eventually arrive at my home destination 18 hours after originally expected, again with a layover. Miss Superbowl with my family and friends and an extra day of work. I reach out to Swoop regarding compensation and they denied it. They were unsupportive throughout the entire process and I am not exaggerating when I say this was a living hell to experience. All I can say is thank god I was not travelling with small children at the time. I will never fly swoop again. I will always pay the extra dollar moving forward if it means I can just call someone on the phone. Swoop does not have a phone line and will take sometimes 45 minutes to an hour to respond to a simple question for help! Save your sanity and don’t fly Swoop. These guys need to be put out of business they are a joke of an operation.

✅ Trip Verified | I had heard mixed reviews on Swoop but decided to give them a try, I bought round trip flights from Abbotsford to Puerto Vallarta. The flights were reasonable but they ding you on everything else. You are required to pay 60+ dollars for a carry on AND 70+ for your checked baggage, then you also need to pay for seat selection. So, when all is said and done you’re paying the exact same as a non-budget airline. That’s not even the worst part, our flight was delayed on our trip down, which was inconvenient but we figured things happen. Then the evening before our return flight going home we got a notice that our flight was delayed again, we sat in the airport all day and our flight was delayed a total of 5 times. Just as our extremely delayed flight was supposed to be boarding, a flight attendant deplanes and announced our flight was cancelled because the staff was “too tired”. Now I understand a long day, but then there was no follow up on what we were all to do. She said we would receive an email with instructions and that was it. There was no customer support or anyone willing to assist all the stranded travellers. Every single passenger had to scramble to find themselves a hotel for the night at 9:00pm with zero help or care from Swoop. The promised email was not sent until 2:30am, stating our flight was now going to be leaving at 8:30am; if I had not been up and waiting for said email we wouldn’t be getting home. Once we arrived at the airport, we were greeted with more staff and flight delays.

✅ Trip Verified | Worst experience ever, I wouldn’t recommend this airline to anyone. Flight was delayed both ways for hours. No food. Everything takes forever. They charge extra for everything so it makes just as expensive as any other airline.

✅ Trip Verified | Got to London no issues, flight on time, weather perfect in both locations. 100pm they cancelled our 120pm flight. Set it back up for the next morning at 7. Reason being they set the flight times to late and they can't get us through Sanford customs before 5pm when they close. I see I'm not the first person to have this review. They won't do anything about expenses in Florida or the lost time for the travel day in London. Gate staff were good but just minimum wage employees that have just about as much info as we have. In the shop and I don't care about the flight quality or leg room because if you can't even set up a flight schedule that works I don't have a lot of faith in anything else you can do. Swoop is a joke.