Swoop

✅ Trip Verified | Very bad experience at customer service, I had a digital copy with barcode for covid test and the lady at customer service has no idea how to scan the barcode with her phone, after 15 minutes someone else came there and scanned it from his own phone. I had 2 personal bags and she made me pay for the 2nd bag. This flight cost me very expensive.

✅ Trip Verified | Flight was cancelled. Lady at the counter instructed us to check our email and leave the airport. We tried to rebook our flight through the app which was not working. Calling customer services wait times were over an hour and kept getting different responses. Swoops outsourced those call center and clearly staff wasn't trained. We were then instructed that adjustments can only be made at the airport. We made a second journey to the airport where no staff was available. We are currently stranded with no support from Swoop and have spent a full day trying to rebook. Two journey to the airport and 5 hours on the phone.

✅ Trip Verified | We were scheduled to fly to Edmonton on Dec 22nd. The flight was cancelled and there was no one to guide us. Apparently we were supposed to get an email which went to the junk folder. At the time, we didn't get an email and we were running out of time to catch another flight the same night via WestJet to Edmonton. WestJet which is the parent company refused to reschedule our flight unless we paid for it because we didn't have the email. Under such pressure we paid and now filing a complaint. I will never fly this airline again. It's the worse service I have ever seen. You are left stranded in an airport no knowing what to do. No everyone has access to an email. So they should have someone to guide the passengers when a flight is cancelled or rescheduled. This airline is definitely not recommended. Don't be fooled by the price. It will cost you way more than you think.

✅ Trip Verified | I took a flight from Hamilton to Abbotsford on 25th of December 2021. One of the agent told me that I only reserved my luggage on one way from Abbotsford to Hamilton but there is not any reservations for from Hamilton to Abbotsford. But even I told then that I did it for both way but she said no. Thus, I paid extra 81$ at airport. First they land us here in Vancouver due to wind storm that’s okay but when we went there for luggage, my bag was not there. Because they send my bag to someone another’s address in Edmonton. And I didn’t get my bag for half days of my trip. Even I buy new clothes. When I was coming back from Abbotsford to Hamilton first they delayed our flight for one hour and even we reached there 50 minutes before. But they didn’t allow us to check in.

Not Verified | Poor poor customer service and atrocious staff at the Halifax airport. If they are doing their job they should do it proper. First they charged me $120 for one bag which is ridiculous. Then my flight was cancelled and they had no information or they refused to say anything what so ever. And now I have been on hold for 2 hours and there is nothing I can do to confirm my rescheduled flight.

Not Verified | I had a very pleasant experience with the staff of this airline and the crew was very kind. It is a discount airline so you have to expect a level of accommodations, but as far as attitude goes, the people who work here were fantastic. The fees can add up, but again you have to understand what you are buying in to.

Not Verified | Was supposed to fly to Orlando for a week with the family. Swoop changed both flights twice which made a one week trip into a 2 day trip. We obviously cancelled and booked with WestJet instead. This flight was using another credit we had for another Swoop issue for another flight we didn’t take so we still have a credit and not sure how we will ever use it. If your flight is dependant on a specific date do not fly with Swoop as they constantly change dates and their customer service is pathetic. Asked if I could just use the credit for a hotel booked through them and they said no, that credit is useless as I will never try with them again, they can have the money, lord knows they need it.

Not Verified | Customer service was poor. They refused to honour Ontarios extension on drivers licence validity until February 2022, and were refusing to let me board, even when showing a digital copy of the renewal I had already done they refused until I found an information kiosk where I could print and board just as the flight closed. They claimed the Covid extension stopped in September despite the Ontario government site clearly stating February 2022 is when they needed to renew by.

Not Verified | Paid to move my flight to have a few extra days, my flight was cancelled and moved back to one day past my original flight, causing me to miss the function I extended the flight for. I asked at the gate if I qualified to get the $65 I paid to change the flight back they said yes and to contact customer service. Customer service basically told me to fly a kite as it wasn’t their fault? I fly multiple times a month with Swoop but will now use Flair. Poor customer service.

Not Verified | Absolutely brutal customer service!! You buy a plane ticket and would expect that that would include a seat on the plane but it doesn't - you have to pay for a seat. Then, you pay to either carry your bag on the plane or to check it. I paid to carry on and ended up having to pay a second time because I had to check my bag. Since they can't deduct the amount I had already paid, they told me I would have to apply for a refund on the cost of carry-on and pay the full price to check it. Swoop replied saying "no refund", sorry that is "your choice". By not refunding duped customers, they are able to remain a "low cost" airline. When you add your ticket, your seat and your baggage cost, they aren't really a cheap airline. With so many other options out there, I will pay a few extra dollars with an airline that provides fair service to their customers.