Swoop

✅ Trip Verified | I understand what a no frills airline is. And I understand the need to make money. Worst airline I’ve encountered. Customer service = 2/10 (There were some nice people - but their overall customer service was garbage). I paid for a bag on my way back. I accidentally chose the option for a carry on instead of a check-in. (Both options are the same price) Yes, I did make a mistake. After speaking with the desk staff as well as calling swoop to see if there was anyway to make that change. I was told there is “no way to make that change”. Ended up having to pay for another bag to be checked in. At the end of it all. I would have been better of paying a reliable airline. It would have actually worked put cheaper.

Not Verified | Worst service I've ever gotten with an airline. Tried to contact for about week before a flight through all of their recommended means, but they never contacted me back. Four different people tried on three separate occasions to contact via phone. When we finally got a hold of a representative, they were rude and wanted to charge basically the cost of the flight for changes. A dismal customer service representative.

✅ Trip Verified | I should not be punished for cancelling my flight at the commencement of the COVID-19 pandemic. My flight was to Fort Lauderdale Florida, by the way. Which was a serious concern and had I had gone I would have been forced to return back the Ontario anyway. Swoop is not fooling anyone. We know you want government support. We know you are only giving refund to “eligible” flights/customers or the government would not be giving you that support. =

Not Verified | I would recommend not booking through Swoop during uncertain times, such as the COVID-19 pandemic. Not offering flexibility during this time is completely unacceptable. I tried in every way possible, in the kindest manner possible, to reschedule my flight for a year from now or receive a credit, and they have left me with no option but to forfeit my flight. It is a tone-deaf, greedy approach to a difficult time for many people trying to travel to see loved ones and making the responsible decision to postpone. I purchased Modifly at an extra cost to be able to rebook my flight if need be and they only offer you re-booking within four months. It's a total waste of money. I'm extremely disappointed and will not be choosing swoop nor recommending them to any one I know ever again.

✅ Trip Verified | I am not happy. I did 10 flight reservations in November 2020 during "Black Friday". 6 flights were cancelled December 1st. I did not succeed to change one cancelled flight to January 19 2020. Swoop is asking me now for $100 to change it to January 19, 2020 when Swoop cancelled my first reservation. I called Swoop centre and lady was not helping me and was laughing. I regret to have booked 10 travels with Swoop, I should have book them with another company. I will never book again a flight with Swoop.

✅ Trip Verified | We are very unhappy. We booked tickets with swoop from Hamilton to Edmonton leaving Nov 26/20. Alberta government mandated a lockdown the evening of Nov 24/20. I have been told that we cannot get a credit for the flight because it was not changed 24 hours prior to take off. How were we to know that the province of Alberta would be locked down? We didn't have 24 hours notice to change the flights! When booking, we paid the extra to change tickets because of the way things are these days with Covid19 and all of the uncertainty. We can change our return ticket only, great. What good do return tickets from Edmonton do us? We are now out of pocket over $600 and very upset about it. This is not how you do business my friends, this is not how you keep customers coming back!

Not Verified | The entire baggage policy is a scam. Swoop claims to be a budget airline but all they really care about is money, not their customers. Pressuring people to purchase baggage options months in advance for ridiculously expensive fees (which is how they make their flights look "cheap") and charging the same obscene fee for a carry-on as they do for a checked bag - scam. Also, pressuring you to purchase ahead of time because they will increase it $74 per bag at check in - this is a terrible policy and other airlines do not do this which is why they are superior. Their customer service is apathetic and unwilling to cooperate. They don't care about losing customers, only about making money. They refuse to give refunds so customer beware. I would never recommend flying with them over any other Canadian airline. Not worth the extra five dollars you think you're saving before all the extra fees come in.

Not Verified | I am absolutely stunned at the lack of customer service. I booked a ticket from Edmonton to Toronto to fly home for surgery. I had to postpone the ticket, due to delays in the medical system from COVID19, all this went fine but then I moved home permanently by car a few weeks before my new scheduled date. I contacted them to request a refund or barring that a voucher for use at another time. They told me flat out no, with several weeks notice. I called them again and asked if I could just change the flights to allow me to go from Ontario to Edmonton at a later date, also no. I called them a third time and asked them if I could change the name on the flight, to allow my daughter to come to visit me. same flights, same times, just change the passenger. Again, no. there is nothing I can do besides abandon the ticket and flush the money down the toilet.

✅ Trip Verified | In June 2020, I booked return flights for my three kids to visit me from Edmonton to Abbotsford. A few days later, kids plan changed due to changes in their summer school schedule. Now two of them could not fly on planned dates while one was able to travel as planned. I called SWOOP several times to make necessary changes but they declined to make any changes. I offered to pay additional money as a differential however, they still declined. I paid $665 for their trip and for this amount only one of my kids traveled which caused me a big financial hit just because of inflexible stubborn policies and attitude of SWOOP’s management. Unfortunately to fly from Edmonton to Abbotsford options is very limited. SWOOP has a monopoly for this route which leads them to show total inflexibly and zero customer service.

✅ Trip Verified | We’re from Vancouver and we travelled to Abbotsford to fly via Swoop to Edmonton. Our flight was supposed to be at 7:45 p.m. on June 26th, 2020. We arrived 40 minutes early for our flight and upon arrival, there were no employees in the check-in booths. We go to baggage security at the gate and they ask for a boarding pass, we explain that there are no attendees at the check-in booths and that we only received an itinerary via email after checking ourselves in online (we only had carry-on bags) - they mentioned that for some reason, on a daily basis, somebody has an issue with Swoop and that they were not allowed to communicate to their staff directly when a customer requests so. The security at the gate suggests we call their customer service line but when we do, nobody picks up. We notice a young gentleman waiting at the check-in booths for assistance, I ask him what time his flight is and what whether he had a boarding pass. He explains to me that he only received an itinerary via email and that he also needed assistance for a boarding pass. I go back to the gate and I hear a Swoop employee asking the security at the gate what the commotion is all about, they explain that there are three passengers trying to get on and they ask her “Did you want to speak to them?” She chuckles sarcastically and says “No - close the gates!” Security then kicks us out as they apologize. I head quickly back to the check-in booths and wait for the employees to head out. When they come out to collect their personal belongings on the counters, they simply DO NOT CARE. They say it’s policy that we must be there exactly and hour before our flight and if nobody is there, they will no longer accommodate for whatever reason. They also say that it is our responsibility to search for a barcode - however, we explain that how would we know the requirements when it’s not even clearly communicated by Swoop itself? How would we know that a barcode was necessary if this is our first time? Their next response is to purchase a new ticket for June 27th and speak to their customer service line (we called twice and the call drops right after the menu option). The employees then ask for our last name and says “Yes, I’ve seen your name but you’re supposed to arrive 2 hours early”. The employees all pack up and leave. I suggest that cheap is never better. As of for the employees at Swoop, a kind heart goes a long way. It doesn’t cost an arm to assist customers to get where they are needed.