Swoop

✅ Trip Verified | Our flight between Edmonton and Los Cabos was cancelled by Swoop in January 2020. Swoop emailed stating that if we re-booked with an alternate carrier they would reimburse us. Four months later we are now being told that because we did not re-book with Westjet (the only approved alternate carrier) we will not be reimbursed. Their email specifically states that we can book with an 'alternate carrier'. It does not say that the alternate carrier had to be Westjet, yet that is why we are being denied our refund. This company is unethical and cannot be trusted.

Not Verified | We used to really like flying with Swoop but Our return flight was Scheduled Mar 23 2020 from Orlando to Edmonton but due to the Coronavirus and government saying to get home in case the borders get closed we decided to reschedule a return to Edmonton on Mar 16. We could not get a hold of anyone at Swoop for any advice as to what to do - just a recording saying they were too busy to take calls not even a option to leave a contact phone number to have them call me back. I ended up paying over $600 for 2 of us to get back to Edmonton. Now our regular tickets that were for Mar 23 are lost with no option even for a credit that we could use later. This in not right Swoop!

✅ Trip Verified | Las Vegas to Edmonton. This airline should not be getting a dime from the government when it is not refunding or given full credits to the people that have their flights canceled. They make you use their modify and pick dates right there. No one should ever use this airline as they do not care about their customers. Please do not use this airline.

Not Verified | Terrible service! Our flight from Mesa to Edmonton and the return flight in May were cancelled due to the Coronavirus outbreak and subsequent closing of the U.S./Canada border. We are now unable to travel to Canada and Swoop refuses to issue anything other than Swoop credit. Edmonton is the only destination they fly to out of Mesa - lot of good credit will do. They seem to feel entitled to my money while not providing anything on their end. I understand the outbreak is outside their control but a simple refund is appropriate for this unusual situation. I am unable to reach anyone by phone. The call just ends saying that no one is available and hangs up.

✅ Trip Verified | Hamilton to Halifax. I have flown Swoop many times in the past few years, but have seen a real shift in their customer service. In light of a global pandemic, I was appalled at a couple of practices that seemed like safety oversights that negate the government mandate for social distancing. When time to board, they called "General Boarding Call", instead of by zone or by row, which resulted in all passengers cramming up to the counter. The plane was 1/2 full, but their seating algorithm placed everyone at the back of the plane (because they want to charge extra for seats up front). Both of these areas could easily be improved at times like this: Stagger boarding, back of plane to front. Wave seating fees and aim to have 1 person per row, or at least seats between them. C'mon Swoop, this is easy stuff.

✅ Trip Verified | Abbotsford to Hamilton. Swoop has displayed very poor business practices during this global crisis. I booked in March 2020 this year, before any case of the covid19. On March 20. I decided to cancel due to our civic duty to not engage in non-essential travel in order to help stop the spread of COVID19. We’ve been contacting Swoop, but it all ended up in a recording that they cannot attend to our call, then line cuts. Even the chat doesn’t help, message sent hasn’t answered. For the return flight, which is more than 7 days ahead, their new policy claim they give free to modify, but no, they still charging $100 per head for the change. This is the worst airline I have seen so far as the refund is concerned. My advice is to stay away from this airline.

Not Verified | Mazatlan to Edmonton. Dear Swoop, thank you so much for all you did getting my parents home from Mexico during this time! You were amazing during this all and they had absolutely nothing bad to say about Swoop and actually said it was one of the best flights they have been on! Thanks again and hats off to you picking up the slack of WestJet and going above and beyond! Giving Swoop a thumbs up!

✅ Trip Verified | Abbotsford to Hamilton. Swoop has displayed very poor business practices during this global crisis. We booked in last year, before any case of the covid19. On March 13, only learned 2 days before our flight Mar.15, we decided to cancel due to our civic duty to not engage in non-essential travel in order to help stop the spread of COVID19. We’ve been contacting Swoop, but it all ended up in a recording that they cannot attend to our call, then line cuts. Even the chat doesn’t help, message sent hasn’t answered. For the return flight, which is more than 7 days ahead, their new policy claim they give free to modify, but no, they still charging $100 per head for the change and also jack up the price so you have to pay for the huge difference. I am extremely disappointed that the airline is not willing to issue Swoop credits for flights within Canada. It is absolutely appalling that Swoop is not offering travel credits or re-booking options for its customers amidst the Coronavirus health crisis/pandemic. The government is telling us to cancel all travel so we basically do not have a choice but to cancel and Swoop is a shame to use this time to promote cheaper prices.

Not Verified | Due to Covid19 virus and the risk in taking this vacation, we as a group decided to cancel. 3 hrs and 20 minutes waiting on the phone with Swoop Getaway the company we booked with. 2 payments were charged to my Mastercard, 1 was Expedia and the other was Swoop. The Rep for Swoop Getaways stated due to the "uncontrollable" acts the flights maybe be credited to Swoop credits or a full refund to the original form of payment. The Expedia charged was refunded in full, and the Swoop was refunded as "shell" after researching this means credit. As stated in Swoops website "Uncontrollable" a customer has the option of a credit or a full refund. Now we get no response to email and can't reach them on the phone. Please dont support a company that doesn't suppose their customers or follow their own policies. Also will not give WestJet a dime as they are the parent company of Swoop.

Not Verified | Abbotsford to Puerto Vallarta. Have now been on hold for 2 hours with Swoop. Trying to cancel as per their email regarding Corona. Cant cancel online, cant get anyone online, cant get anyone via email, and have now wasted 2 hours on phone which Im sure will disconnect any minute. This is not the first time Swoop. You offer terrible customer service and Westjet your parent company should be ashamed of themselves.