Swoop

✅ Trip Verified | This was my first flight with Swoop. I appreciate that Swoop held the flight because customs/security was very slow and many of us were late for boarding (on a variety of carriers). Swoop emailed me 4 times while I was stuck in line, telling me that I was delayed by 15 minutes. Then while I was talking to the customs agent, they personally called to check on me. I don't think this happens very often. After racing to my gate, I was met with a friendly greeting from more than one Swoop employee. I will be a repeat customer and I will share my experience with others.

Not Verified | Toronto to Edmonton. First, Swoop reschedules the flight to 6 hours later in the day. Next, the flight is cancelled on 24 hours notice stranding my 3 children in Toronto while visiting their grandparents. I spend 3.5hours on hold just to talk to someone (promised 30 minutes wait time). I have no issues with the low fare model, but you still have to pick up the phone! Never ever going to fly with this company ever again. When I booked I thought this might save $100 per ticket on a $400 ticket, ended up costing me and extra $400 per ticket to book alternative travel arrangements just to get my children home. This company's reliability is just not worth the risk.

✅ Trip Verified | I’ve flown Swoop a couple times for the low cost, and every time I take the flight I tell myself I’ll never do it again. Check in staff are always extremely rude and unhelpful. They nickel and dime you everywhere. Checked bags are super expensive, no complimentary beverages other than water, it’s just bottom of the barrel service. This time around I had a 6.30am flight to Florida and arrived at the airport at 4.30am having previously “checked in” online the day before. However, they wouldn’t send any digital boarding passes so despite having checked in, I still had to go to the kiosk to get my boarding pass. That line took over an hour because Swoop had 3 other Florida flights at 6.30 and only 5 staff members checking in. Swoops disorganization led to a massive back up in the entire terminal and it took over 3 hours to get through baggage drop, security and customs. Because there were so many flights rushing to make their 6.30am departure, no one was allowed to skip ahead in the lines. Needless to say, my flight was supposed to depart at 6.30am, I walked onto the flight at 7.10am and I am currently writing this review at 8.00am and we’re still waiting for passengers to board. They held the flight, but this extreme delay was entirely the fault of Swoop and their outdated and understaffed system process. Also amongst the kiosk line a baby had dropped their bottle and a giant milk spill was on the floor for a while. I remembered it was there on my way to the desk, but after getting my boarding pass I was in a frantic rush and forgot. So I sped walk straight through it and slipped and landed directly on my back in the middle of the puddle. Disgusting. It had been there over half an hour and because it was all chaos no swoop employees signalled for it to be cleaned up. Now I’m on a cramped flight with an extremely sore back. Never again will I fly Swoop. Not worth saving $100 or more. Do yourself a favour and pick a more reputable airline.

✅ Trip Verified | Cost of ticket is not worth the hassle, the discomfort and unprofessional service. I checked reviews before booking but wanted to try myself. Never again even if I get a free ticket. Return flight was delayed, then rescheduled, then delayed again. They called it “miscommunication”

✅ Trip Verified | Three hours after landing in Victoria for a three day trip they emailed saying the flight home is cancelled and you can get on a new flight a half a day earlier than planned (11am instead of 10pm). They said it was for safety reasons. They just don't have the ability to provide any viable options. For my family, this meant waking up at 5am with little kids the third day instead of arriving at the airport at 8pm. We drove 4 hours to the destination so shortening the trip by a day is really a frustrating and costly option. Then, as you try to navigate the new flight option another flight appears the next morning, ten hours after the cancelled flight (which would of worked fine) but it isn't an option in the email they sent with instructions. Only after waiting for 3 hours on hold (but never talking to anyone) and chatting online do you find out you should of booked that new flight on your own dollar and then they would of refunded you fully. The flight was sold out by that time so isn't an option. The only two options are to take a day off a three day trip or board the next available flight which is literally three days after the original. There isn't an option to be refunded, moved to flight within days of your original or to take a credit. They don't actually ever answer the phone and it's a computer messaging system until you navigate through that. Once you get a real person they just become a broken record typing canned responses. I guess I assumed the poor customer service, massive bag fees, zero entertainment or food, and old crammed planes were the cost of buying a cheap flight. I didn't realise they would literally cancel your flight because of overbooking and not give viable return options or any compensation at all. Customer service when your on vacation and things go wrong is really helpful, I've been there before. It is non-existent with Swoop. Some minor explanation of why or what the logic is would help considerably but you can't actually find that out. It's a no for me for a long time. You get what you pay for I guess.

✅ Trip Verified | After arriving in Victoria and driving over 5 hours to Tofino for a 3 day trip , I was informed that my return flight to Edmonton was cancelled. I called their customer service line and waited for 2.5 hours and then my call was dropped. I find it hard to believe that a company so inept is still in business. I will never fly Swoop again. Thanks for ruining my vacation!

✅ Trip Verified | Do not fly Swoop. If I ran my business this way I wouldn't have a business. Their customer service is a joke. We landed in BC for a ski vacation with out our ski bag. Which held many essentials. We filed a claim upon landing at airport but there is no way to speak to a person. We have spent hours on the phone with their customer service line only to hear repeatedly by a recording there is no one available. The recording suggests we send a message thru social media to a robot who says they cannot help with our issue and to call customer service. I have no idea if they have my bag ... or what their plans are.

Not Verified | My friend was checking airline reviews and was hesitant to fly Swoop because of bad reviews. I was shocked! I fly swoop all the time and only once had a bad experience, but that was at the height of the pandemic when they cancelled my flight and instead flew me into Halifax, a larger center here in the Maritimes. Considering they are about 1/3 the price of the ‘big’ Canadian airline, they are fantastic. Yes they charge for everything, but even with all the extras are still much much cheaper than AC. I prefer seeing my family in Ontario 3x per year instead of once. Swoop is how I can afford that!

Not Verified | We had booked to go to Vegas. We were suppose to fly out March 16, 2020. Then convid-19 hit. We cancelled our trip as we were not going to risk our lives. Swoop would not refund the ticket, just give us a credit. Then covid-19 as we know did not go away in a year. So Swoop offered a refund in October of 2021. So we of course took that option. We are still waiting for that refund cheque. After numerous letters to Swoop customer service, reaching out to BBB and CTA, absolutely nothing is being done. It is just a big run around.

✅ Trip Verified | I've flown with Swoop 4 or 5 times over the past 5 years and I've never had much trouble with them. It's inexpensive and it does the job, that's all I need. I've used the same 30 liter backpack for 3 of those 5 flights with Swoop and it's always been accepted as a personal item, I purposefully pack light. When I booked the flight, the additional cost for a carry-on was something like $45, but, since I've travelled with this backpack on Swoop many times before, I knew I'd be fine with declining the fee for a carry-on. When I checked in at the airport the morning of my flight, the Swoop employee had me place my bag in this measurement tool - which was highly problematic and arbitrary because my pack was slightly too large one way but considerably smaller than required in another way. The guy charged me $69 for it. A little later I passed by another customer who had been behind me in the check-in line who had a much bigger pack than me. He told me that he wasn't even asked to place his pack in the measurement tool, let alone charged for his pack. He let me take a photo of his pack so I could go back and show the employee to try and get my money back. Well that didn't work. He told me to try the customer service number if I wanted a refund. A few days later, after waiting on hold for over an hour, I got through to customer service and explained the situation. They said that the employees have discretion to ask some customers to measure their packs but not others. So for some arbitrary reason I had to pay $69 for my backpack which they've considered a personal item 3 times before, because they deemed it a carry-on, even though the total volume of the measurement tool was larger than my pack (my pack was only too large in one dimension, smaller in others) and other customers with larger packs didn't have to pay anything. That's ridiculous. If I had known my pack could possibly be considered a carry-on I would've paid for it at the cheaper price of $45 when I booked my ticket. Absolutely ridiculous and a bullying money grab.