Swoop

✅ Trip Verified | Terrible. Flight cancelled 10 mins before take-off. A problem we find out is very common because they have no clout to keep US customs open 20 mins late in Orlando. They just see this as a minor inconvenience to customers. Flight staff flew the plane back empty. Now sure how that helps with the low cost model. Customer service is non existent. Apparently there’s no chance of refund. Everyone at the gate complaining of frequent cancellations. Do not book if you need your plane to take off with you on it. Will never book Swoop or WestJet again.

Not Verified | Flight was ok although delayed. Landed at 2.20am. No luggage. No agent. An officer asked us to go out to departures to enquire. Went to departures, nobody available. Spoke to someone, took a pic of the tag to enquire. 3am. Swoop opened for another flight check in. Spoke to agent. Already 4am. She acknowledged someone called a supervisor and we needed to wait. We asked for a follow up call as it had been 1 hour already. She asked to wait 30 mins more as "there had just been a call" although the call x supervisor had been 1 hour ago. Another swoop agent arrives to check in. We go and tried to speak to her. She is upset asked us to wait. She comes back 15 mins later and asked us to go to domestic flights and wait there. We explained it was an international flight and the reason to go to domestic and wait. She answered I am telling you what I was told. I do not know or can do anything. We reiterate the flight was from Cuba and asked why we need to go tp domestic. She stops and thinks and said she would call supervisor again. It is 5am already and nobody knows anything. We tried to ask several times what we are waiting for there. Both agents are very upset and extremely rude. Supervisor shows up at 5.30 because there was a big issue with another entire flight. She says they know nothing and have no idea where our luggage is in Canada or in Cuba and can't be tracked. So, from 2.30 to 5.30 am they just kept ignoring us and being rude. I have never witnessed such a bad customer service at the airport or with any airline. I'd rather pay more to fly with another airline and get a better service. And our luggage is still missing.

✅ Trip Verified | I will never fly with Swoop again. It took them until we were inches off the ground in PEI to figure out the weather was too bad to land. They rerouted us to Quebec where we sat on the tarmac facing issue after issue. We were stuck on the plane for 10 hours being given no info. They stated that we could get off of the plane but then we would not be eligible for a refund or nightly accommodations, so most of us stayed out with these expectations in mind. There was no accommodation in Toronto. They just rebooked our flight for Sunday morning vs Friday night and left the entire flight of people stranded at the airport for over 24 hours with no place to go. We were lied to and passed off to different people for hours and hours, each one telling us the last person had given “misinformation”. Then on top of that, they lost our luggage for hours when returning to Toronto. Swoop is responsible for the WORST travel experience I have ever had, and refused to offer a refund or credit as “the flight was rebooked within 48 hours due to weather”, ignoring all responsibility for previous info/statements they had made to our flight. Most unprofessional airline ever.

✅ Trip Verified | Let me start by saying I will never fly with Swoop again. We took a family vacation to Jamaica in January and there were 5 of us coming and going and ALL of our 5 flights got changed from 3 hours to 7 hours and we received NO compensation whatsoever even though I submitted my claims. Absolutely unacceptable and I had to rebook on different airline and lost my money. I have never been so disgusted with an airline and will NEVER fly Swoop again. I attached an example of the change: On January 15 I was scheduled to head back to Toronto to work for 4 days and depart at 1:20 in the afternoon as I needed to be at work at 6:00 am the next morning and they changed my flight until 7:25pm by 6 HOURS and by the time I flew home and waited 90 minutes for my luggage and got home it was 3:00 in the morning and I had to be up at 4:45 for work. I was told I would not be reimbursed which is ridiculous. 4 other members of my family also had all the flights changed to late day flights as well. Most horrible experience!

✅ Trip Verified | Could say the worst flight I've ever been to. They pretend it's a cheap flight and you end up paying more than most airlines, they charge you for everything you could imagine they have disastrous quality. When we landed to Toronto airport from Cancun Mexico, our luggage was delayed for 1.5 hours for no reason. Around 200 tired passenger were waiting around the conveyer and not a single customer service member showed up to let us know what was going on. Staff in the airport even called for the customer service and no one showed up. They charge you to the last cent when receiving the money, but when it comes to service, no one is responsive.

✅ Trip Verified | Flew with Swoop from Abbotsford to Baja California, this flight was absolutely amazing. The flight attendants were cheerful and happy which made the flight great. There was snacks and drinks for purchase, the seats were comfy! Plane was on time and landed in Mexico 20 mins early! Luggage was all there! I highly recommend swoop. For all the negative talk and reviews on swoop from people, I did not experience anything negative about this airline. Everyone has their own opinion and Swoop was a wonderful airline!!

Not Verified | Honestly I would never fly with them again. They changed my flight twice by a day each time, as well as my return flight by 2 days. When I contacted them about this they were extremely unreasonable and gave boilerplate responses. Forget trying to get them on the phone, they charge for that.

Not Verified | Once I had my flight booked with Swoop, I started receiving multiple promotions daily to my email. After weeks of endless junk emails, they notified me that my flight had been changed and moved a full day ahead of the date I had booked. They notified me of this, via email, which was lost in the clutter of endless junk mail I had been receiving from them. No phone call or any other for of message was used, and they charged me full price to book another flight since I had missed the one they moved. On my flight back, they rescheduled my flight 3 days ahead of what I had scheduled, but this time I was ready because they already had robbed me once. By the time you pay for baggage, you hardly save any money versus the cost of a regular air line, especially when they charge you for a flight they rescheduled without notifying you properly. I will never fly Swoop again after my experience

Not Verified | Terrible experience. 3 flights over the last 3 weeks gave been canceled outright. Reasons, such as 'unplanned maintenance' don't always warrant compensation, so you're left with few options. Our flight over the holidays was canceled, and then re-booked for 6 days later. En route to the airport (2.5 hour drive for us) the flight was canceled again. A single night in a hotel and $30 in airport vouchers did nothing to compensate for the 6 days stranded, and worse, missing Christmas with our families. The return flight was also canceled 1 hour prior to taking off, which meant that most customers were already through security. If you're fortunate enough to reach someone over their messenger system that isn't a robot, then prepare to have your excitement burst. They were entirely unhelpful. The price is competitive, which is a huge draw. But unless you're willing to compromise your schedule, plans, and ability to get to work, I would never recommend flying with Swoop.

✅ Trip Verified | I’d like to personally thank Swoop for the amazingly terrible experience I’ve had on my trip. Get to the Cancun airport to return home and my digital boarding pass is not accepted at security so I had to wait in the check in line with every other passenger on this flight. The flight is delayed over 3h and they did give everyone a voucher for food which was useless because its not valid for Alcohol and all the restaurants at Cancun airport close between 9:30 and 10pm. Then get to the gate area and it just says departure at 00:18+? Originally planned to depart at 19:45. I have travelled a fair bit and never seen a plus next to the expected departure time. The staff were rude and considering it’s a discount airline a lot of stuff I could let slide but they treat you like herded cattle.