Swoop

Not Verified | My flight was cancelled in 2020 due to the pandemic. When asked for a refund, Swoop says that I do not qualify because an alternate flight was offered that was not accepted. The country was shut down. The reason I was travelling was cancelled and has been cancelled for two years due to the pandemic. This is very poor customer service and bad policy. Beware.

✅ Trip Verified | Customer service is non existent. Never before have I tried calling an airline, just to be met with 16 hours of waiting for someone to answer over a span of 3 days. The recording says it's easier to get ahold of someone via social media DM than talking to a human on the phone. How is that even acceptable? The website was completely bugging out when I was trying to change my return flight due to a family emergency, so I wanted to talk to someone to get that sorted out asap, to absolutely no avail and 16 hours wasted sitting on hold. I did get ahold of someone on Instagram (a day after messaging) and they were 0 help, they didn't answer any of my questions and provided no feedback to any issue I stated, they told me to just go on the website and change it myself. Did they not even read my message where I explained "the website does not work, it will not let me select a new flight"? This airline was a last minute choice as it was the earliest and only direct flight available, it was over $500 cheaper than the next nearest flight. The crew on the plane were kind and the flight was smooth. It's just their customer service is non existent.

✅ Trip Verified | Poor customer service, absolutely no additional services (won't even provide free water on board), delayed departure (and no explanation offered), very slow to deliver baggage. Not worth perceived savings. Swoop also doesn't partner with any other airlines, so there's no option to fly with a partner if something goes wrong (like what happened with our outbound flight). Don't recommend. I give them a one because we arrived safely, but that's it.

✅ Trip Verified | Edmonton to Hamilton at 11:10am on 18th feb 2022. Me, my husband and my brother in law were travelling together. We checked in 9:50am. At security they put our one bag separate for detailed checking it took some time and we reached at boarding door at 10:50am still 20 minutes to flight but they did not allow us to board. They said they closed the doors but we still had 20 minutes. Staff was so rude with us. We requested them but still they did not allow us. Please don’t waste your money on swoop. Swoop staff at Edmonton airport is very rude.

✅ Trip Verified | The airline is grossly overpriced they may allow you to buy a cheap ticket but any baggage will be at an extra cost including carry-on. I flew with WestJet from Toronto to Cancun prior to using swoop. Swoop is owned by WestJet. I had an oversize bag that they charged me an extra hundred dollars flying with WestJet. I assumed when I flew a swoop it would be the same. This is not the case they said that my baggage exceeded their oversize baggage limit so I needed to unpack some of it luckily I was able to unpack into a backpack that I had brought as well. I then had to pay an oversize bag charge which was over $100 I had to pay to check the backpack which is another $60 and then I had to pay for my guitar which I could normally bring as a carry-on all and all I paid over $300 for my luggage also I got them to Put a fragile sticker on my suitcase and my backpack. My computer was in my backpack and now it’s completely destroyed. I spent over $1000 Canadian on a plane ride that would normally only cost me around 300. Please never use this airline.

✅ Trip Verified | I will never book with your company again. We had booked a trip pre-COVID. Swoop changed our flight times/days multiple times. The last change had us flying out of Hamilton airport and arriving in London ON. Swoop maybe you can explain to me how we are supposed to retrieve a car from an airport over an hour away. We were forced to cancel our trip due to this change. You would not issue a refund because “we cancelled” and now you will not even extend our credit. I hope everyone reads these comments and realize the savings are not worth it. We will never book will never book with you or your parent company Westjet airlines again

Not Verified | Swoop is bad. Never fly with them. We were supposed to fly to Mexico at 8:45am and they sent an email at 4:35 am saying that the flight was cancelled which is not enough time to notify out of town people like ourselves. They did rebook our flights for the next evening, but we’re losing 2 days at our resort in Mexico. We were offered $30 dollar food vouchers for our troubles but that will not cover food for two days, plus they’re only good within the airport. Don’t fly swoop

Not Verified | This was my worst ever travel experience. I was traveling with a large family group for a birthday vacation. The check in employee separated me from my family because I was traveling under a different nationality passport. This has never been an issue previously with other airlines. The staff wouldn’t explain what was going on and would not answer questions. Eventually I was told I could not travel with them. The check in employee had decided there was a problem with my travel documents and we did not have time to appeal the issue. I had to make other travel arrangements and I’m now flying with a different airline a day later, with no issues. The customer service is the worst I have seen in the airline industry.

✅ Trip Verified | Our family had flight reservations with Swoop. There were 4 travelers. Prior to booking with Swoop we read their website including the page on cancellations, and this information informed our decision to purchase tickets with Swoop. The tickets purchased were for flight 630 departing Edmonton to Cancun direct on April 6 2022, and returning from Cancun to Edmonton on April 13 2022. Subsequent to purchasing flight tickets with Swoop we purchased our hotels and travel insurance. On February 25 2022, Swoop emailed us notification that our flights were cancelled. They offered us to instead leave Edmonton on April 9 2022 and return on April 16 2022. These dates do not work for us, particularly with our having already purchased a hotel and the costs associated with it. We requested Swoop rebook us on a WestJet flight departing the same date and returning the same date. Swoop refused to grant our request, in spite of the promise on their website that for cancellations, they would rebook us on an airline they have a commercial agreement with if we requested it. The promise on their website is quite clear that this is an offer available if requested. After requesting multiple times, and upon Westjet having only 4 seats left on one of the flights, we purchased a flight on WestJet at a substantially higher cost. Swoop refused our subsequent request to refund us the difference in price between the tickets we were forced to purchase on WestJet and the tickets we had originally purchased through Swoop.

✅ Trip Verified | Booked 2 tickets to Victoria to see family as Christmas gift. Bought the tickets for about 300$ less than most other airlines, plus Swoop was offering direct flights. I purchased tickets for my partner and I. I then received 2 emails, which went into my Junk folder about the flight. I had book March 12 - 16 as it coincided with March break and fit both work schedules. The emails from Swoop were that the flights I had booked had been "rescheduled". I thought that meant a later or earlier flight - but instead it meant that they moved the flight to March 10 (a Thursday) and back on the 14th (a Monday). Further to this inconvenience, as a surprise I had booked an Air BnB to stay in as a mini vacation for the family members. When I spoke with Swoop online they said "we sincerely apologize for the interruption to your travel plans" but would do nothing to help rectify the situation. If I wanted to speak with someone in person, it was $15 + tax to do so. They changed my flight by 2 days, but I have to pay to speak to someone? Next they booked us onto flights that have a stopover in Edmonton. The flights I had originally purchased were direct flights. So now the flights are 2 days earlier and have a layover in Edmonton. I suggested that some sort of gesture to help would be appreciated seeing as I paid for the tickets to be direct, a checked bag $76 each way and seats seem to start at $27 each. But the person online simply said, sorry and told me to contact my insurance provider! Not sure what they would do for me if Swoop caused the problem. Has nothing to do with insurance. End of the day, Swoop charges for every little thing. They make changes with little notification and are not able to solve any problems short of full refund. Will not be flying Swoop again ever.