Swoop

Not Verified | I was flying WO761 Vegas to Edmonton and the flight was only half full. I had a very bad back pain and decided to change the seat to try to lie down for a bit. The flight attendant Samantha came to me and explained that I had to pay extra. Despite explanation for the reasons (I am on MRI list) and the fact that the flight was half empty, she insisted for the payment. While I understand the low cost business and completely agree for all additional costs for extra bag, legs' room, drinks, I still think we have to be humans and look into situations with our hearts and minds open.

✅ Trip Verified | I would like to thank Swoop employees Princess a flight attendant and Nadia (check in counter) who went beyond their duties To ensure that my mother (senior with wheelchair assistance) had a good experience - getting to the gate and on flight WO719, Jan 31/20 from Lauderdale to Hamilton-and assuring me that she got on the plane ( by text). A gate pass which was promised to me was not available at Swoop Ft Lauderdale and their helpfulness is very much appreciated. Thank you

✅ Trip Verified | Orlando to Edmonton. This is my 8th flight with Swoop and I am so pleased they fly out of Edmonton, AB for a reasonable price. The service has always been great. I want to give a huge thank you to the check-in agent at the Orlando airport for doing me a huge favour. I had forgotten to leave my car key fob after returning my rental car and was notified by email of this as my flight was boarding. I mentioned this to the check-in agent in the faint hope of dropping it off somewhere nearby. He calmly told me not to worry he would make sure it got to the rental car return. He basically saved me $220 USD.

✅ Trip Verified | Edmonton to Las Vegas. There was 3 of us travelling together and when we checked in we were not seated by one another. We asked at check in to representative Arvick and he was so pleasant and at the time super busy. He asked us to stand aside to see if he could do something. We stood aside for few minutes and he came back with 3 seats together. We were so grateful. Next we get on the plane and the steward that was in our area was absolutely awesome. Super friendly, helpful and easy going! These 2 made our flight seamless and enjoyable! Thank you so much guys.

✅ Trip Verified | Hamilton to Halifax. Was quite nervous about flying with Swoop after reading many terrible reviews but it seems that people only write reviews when things go badly. I would like to commend swoop on a very enjoyable travel experience. Friendly staff at check at Hamilton. Boarding started early and departed right on time. Seats were surprisingly comfy for the price paid and they even had in seat chargers! Cabin crew very friendly and aircraft somewhat clean. If you’re traveling swoop just read about all the extra fees ahead of time and plan and add it to your total cost. But for the extremely cheap base fare I paid I was very happy with the service I got even if everything else was extra, I only paid for what I needed and it all worked out. Don’t be mad about the fees, read ahead of time. Awesome flight with Swoop and I now have hope that Canadians will be able to soon travel all around their country for cheap as this airline expands.

✅ Trip Verified | We flew out of Abbotsford January 15/20 to Mazatlan. There was a three hour delay which is understandable with the amount of snow that day. That’s not where my issue is, mine is with one particular flight attendant. The only male attendant whose name unfortunately I didn’t get. We chose to pay extra and took first row seating, mine was the aisle seat. Every single time he passed by me he bumped into me with either his hip or the beverage cart, every single time. No ‘excuse me’ or apology, Not once. Even the final time when he swung his arms while going by and knocking everything off of my fold-away tray to the floor, no acknowledgement or apology. And of course no attempt to pick anything up. It’s not as if I was hanging out into the aisle, those trays are positioned directly in front of the seat and do not extend into the aisle. With the cost of extras like seat selection and baggage fees, the price ends up being very close to a much more reputable airline. I doubt I’d use Swoop again and certainly wouldn’t recommend it to anyone after having such a bad taste left. I understand people can have a bad day, but please, if you’re at work in a customer service position, sometimes you have to suck it up and try to be pleasant.

✅ Trip Verified | Mazatlan to Abbotsford. Do not fly this airline and expect anything resembling customer service. Due to weather we were rerouted to Edmonton. We were supposed to land in Abbotsford at 9:05 pm. Due to the change we arrived at 3:30 in the morning. Abbotsford is in the middle of nowhere as regards transportation. There was no Swoop representative on hand to assist with transportation problems. Lucky for me I found someone who was willing to share a taxi to Vancouver as the first bus wasn't until after 8 a.m. This cost me $90.00 on top of the ebus ticket that I had prepaid and was unable to use. I appreciate that they rerouted us due to landing difficulties. I did not appreciate the lack of information about the change; the use of a standard landing speech as opposed to an informative speech about what to do; the lack of preparedness in Edmonton and the lack of a representative at our final destination. I filed a complaint using their online method January 11th and a week and a half later have received no contact from their service department. If you fly this airline and there are any difficulties you're on your own. I will not fly them again.

Not Verified | Abbotsford to Winnipeg. I made a mistake while booking a flight and paid for checked luggage for two of us. I immediately messaged Swoop to rectify my error but got no response. I messaged again but two hours later no response. The next day I messaged again but no response. The next day I emailed and messaged with no response and then I called and waited just over an hour to have my call answered. When I told the person about the situation they talked to someone and got back to me saying that it was not possible to refund me. It might have been possible if I had contacted them within 24 hours but now was too late. I tried to speak to a manager but was not given that option. When I said that no one had returned my numerous messages or email the response was that they had been very busy and could not get back to everyone in a timely manner. I asked if eventually I would get a response and was assured that eventually my message would be responded to. When I said that if I had been able to speak to someone right after I had made the mistake it would have been helpful because I could have taken care of rebooking my flights. I assumed that that given the mistake and given that I had messaged to cancel the baggage right after I booked the flight that it would be reasonable to refund the baggage payment. I was told there was nothing that could be done and I should have read the conditions. I am not flying with Swoop again.

✅ Trip Verified | Mazatlan via Abbotsford. Worst Air line in my life. It was incredible to believe that when I was stranded in the airport in Mazatlan nobody will show up to asses us. Just unbelievable.

Not Verified | London to Abbotsford via Windsor. Had a wonderful flight with Swoop airlines. Staff was friendly and there were no delays. Would definitely fly again. Only issue is their website doesn't work well. Other than that everything went great.