Swoop

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 456 reviews
4/10
No Skytrax Rating
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1/10

"Will never ever book with Swoop again"

(Canada)

Trip Verified | This was the worst flight experience I have ever had with any airline. Flying to Edmonton our flight was already delayed well over an hour. Coming back to Hamilton was a complete nightmare. Around 5:30pm we were notified that our flight was delayed an hour due to inclement weather. This didn't make much sense as the weather in both Edmonton and Hamilton were fine that day, and other flights were leaving as scheduled. The flight was then delayed until 3am, so we were stuck in the Edmonton airport for over 3 hours. Everywhere in the airport, including lounges, closed at midnight, so nobody was able to eat anything or rest anywhere other than the gate where you could hear very loud construction sounds. Again at the check-in desk we asked why the plane was so delayed and they said that there was freezing rain in Hamilton and the crew was coming from Hamilton. Every other flight leaving and arriving to Hamilton was on time, it was only our flight so it couldn't have been due to the weather. If you want to call Swoop's customer service, they will charge you $15 and are only available until 6pm MDT. The departure time was then again pushed back until 3:15am, but the plane didn't take off until 4am. This entire time there was absolutely no accommodations made for any of the guests, and there was the smallest brief apology stated by one of the flight attendants for having the plane be so late. Everyone on the plane was absolutely starving, but of course you can't eat anything on a Swoop flight unless you pay for it. It's also not even that much cheaper considering the fact that a check in bag is $50 and carry on can be between $35-50 as well. Will never ever book with Swoop again.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Hamilton
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline I have flown"

(Canada)

Not Verified | Hamilton to Tampa. Swoop was the worst airline I have flown with. They were dishonest with us about the updates with the aircraft, and made us wait hours before letting us know that the flight was cancelled. After the whole incident, I talked to one of the Swoop employees and she told me that they noticed an issue on the previous flight and once it landed they deemed it unsafe to fly. Kind of concerning that Swoop noticed an issue with a full flight of people and did not land the plane early but the problem was so severe that the next flight had to be cancelled. The next morning our new flight time was scheduled, and they had us board and sit for over an hour before they moved for no reason (giving us no updates) making us leave late for the second time in a row. They are not only unprofessional, but unprepared. Swoop is a new airline and it definitely shows. I will never fly with them again and would rather spend hundreds more to have a reliable flight. My boyfriend and I lost nearly $400 by missing the first night of our vacation, but rather than getting compensation for the missed reservation, Swoop gave us a $30 food voucher. Please don’t fly with this airline and save yourselves the headache.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamilton to Tampa
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"an absolute nightmare"

(United States)

Trip Verified | Hamilton to Banff via Edmonton. After driving all night from Rochester, NY to get to the Hamilton airport in time for our 5:45 AM flight on Valentine's Day, we got to the airport to find that our flight had been cancelled due to "Crew Rest" and rescheduled for 24 hours later. So, after traveling all night, they wanted us to get up at the crack of dawn the next morning to make another flight that would surely be delayed again anyway, to be in Banff for 24 hours and turn around to fly right back on an overnight flight. We decided it wouldn't be worth the trip to be in our final destination for 24 hours, not to mention the exhaustion from numerous days in a row of overnight travel. The workers at the counter promised flight refunds if we called the number or emailed their help desk. It's been over a week and I have to yet to hear back from either, along with numerous attempts to get in contact via Facebook. 4 flights, 3 wasted vacation days and a non-refundable airbnb later, I'm out $700 USD and have yet to hear back on whether I'll be refunded or not. This whole experience has been an absolute nightmare. Do yourself a favor and stay away from Swoop and their parent company Westjet while you're at it.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamilton to Banff via Edmonton
Date FlownFebruary 2019
Ground Service 12345
Value For Money 12345
no
6/10

"sort out their communications"

(Canada)

Trip Verified | Hamilton to Halifax. 6 hour delay in our 6:20PM flight with no warning. A simple miss from Swoop was that we only received the notification at 5PM (as we were clearing Security). Delays happen, not a big deal, but on this night I was travelling with my wife and 13-month old boy (so we've got the added stress of trying to keep a little guy happy and not drive everyone in the terminal nuts). No one could tell us what was going on or what our options were. Tried the client services number as well and waited on hold until we just coudn`t wait any longer Decided it was too much to put the little guy through as we likely wouldn`t arrive at our destination until close to 5AM the next morning - so we left the airport and back home - effectively cancelling our Family Day Vacation. Swoop however did turn this bad situation into a more positive one. I did have to wait 1 hour and 33 minutes on hold today (Tuesday after the Family Day long weeked), but they did refund me the entire air fare and also offered to refund me any incidentals (parking, meals, etc). I wasn`t expecting that. I`ll try them again - but hope that they can sort out their communications with their customers.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Halifax
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"avoid this airline at all costs"

(Canada)

Trip Verified | Worst experience I've had on a plane. Delayed flight for over 8 hrs due to a pilot being sick. After reading reviews seems to be a standard excuse they use. They told us 50 minutes before the flight and the delayed it multiple times throughout the night. The ladies at the counter are completely at the mercy of head office and had no information. I unfortunately booked the wrong day back for my return flights, and only noticed the day before. My mistake but trying to charge me 15 dollars to even speak to someone on the phone is ridiculous. I refused to call/pay out of principle and I booked a Porter flight in 10 minutes instead and beat my buddies back to Toronto because Swoop delayed the return flight. Just avoid this airline at all costs.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Halifax
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"wrecked my family plans"

(Canada)

Trip Verified | Halifax to Hamilton. I actually like Swoop when there are no delays, but, out of the last five flights I've only experienced one flight without a delay. Today, my flight was supposed to depart at 1230p but it was delayed to 755p. Not surprised and it really wrecked my family plans.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHalifax to Hamilton
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Very rude and arrogant staff"

(Canada)

Trip Verified | Flew Edmonton to Winnipeg with Swoop. Worst experience. Worst customer service. Very rude and arrogant staff. Not a people person at all. Have training to how to talk and respect people. Not loved at all. Not recommend for people who expecting good respect if you giving respect.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Winnipeg
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"cancelled the flight"

(Canada)

Trip Verified | Hamilton to Abbotsford. Horrible Experience. They cancelled the flight just 3 hours before departure. And relocated us in a flight 2 days after. I lost 2 good days of my vacation just due to lack of their crew resource! When I wanted to cancel both my flights, they said they can refund my outgoing flight but can't refund the return flight. If I can't even go, how am I supposed to return. Tried them first time because of their price and learnt my lesson in the hard way. Never ever buying swoop again. Expected better service from a WestJet subsidiary.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Abbotsford
Date FlownFebruary 2019
Ground Service 12345
Value For Money 12345
no
1/10

"Horrible experience with Swoop"

(Canada)

Trip Verified | Hamilton to Tampa. Horrible experience with Swoop. We fly at least 4 times per year and would never consider this airline for family travel ever again. They have one check in agent for 2 or 3 flights and they just delay your flight without warning indefinitely after scrambling to get you through. I would believe the online reviews of this airline. I am usually pessimistic but it is just as fast driving to your destination, with less stress. Horrible airline I hope Transportation Canada eventually shuts down.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Tampa
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"communication about delays was unacceptable"

(Canada)

Trip Verified | On February 2 I flew out to B.C. on a flight with Swoop to visit my daughter. Had a great flight out to B.C. However, my return to Hamilton on February 6, 2019, was a different story. Ontario was dealing with an ice storm. At 6:30 am I received an email from Swoop that I could cancel my flight, due to the inclement weather. I would receive a complete refund, provided that I sent an email to Swoop. Unfortunately, I decided to be pro active, and cancelled my flight home to Ontario, even though they did not mention that the flight was cancelled or delayed. Thirty minutes later, I realized that the flight back to Ontario was still on schedule. I decided to rebook on the same plane to Hamilton. I was shocked to see that the price had doubled to $449.00 for a one- way ticket (WO106). However, I booked a new seat on the same plane. I rushed to the Abbotsford Airport, and tried to explain to the Swoop attendant that I wanted to cancel the new booking, and keep my original booking for the same flight. The attendant was on the phone for quite awhile, explaining the situation, and she confirmed that I was back on my original plan and that the airline was refunding the $512.00 onto my credit card for the one- way ticket home. I was given a boarding pass, and everything was good. Once through security it was announced at the airport that the plane was delayed 5 hours. Because we were landing in Ontario after 10 pm, I decided to book a night at the Super 8 at $145.77. Finally, we were called to board the plane around 3:00 pm. (original flight time was 10:20 am). Just before take off, an attendant called out my name, and ordered me OFF the plane! I was travelling alone, confused and devastated! The attendant went to the computer and noticed that I was cancelled off of both bookings.The attendant admitted to Swoop’s mistake and the best they could offer was a booking on the next plane with $100.00 off the new price of $449.00. Unfortunately, the next plane back to Hamilton was on Thursday, February 7 at 10:00 pm, landing on Friday, February 8 at 5:30 AM! I was scheduled to work on Friday! I then decided to find a flight on WestJet that would get me home on Thursday, February 7. The entire trip home cost me an extra $663.02 because of Westjet's one way flight cost ($598.30), another night at a hotel ($136.82), no refund on the cancelled Super 8 Hotel ($145.77), and cab fares,etc. The emotional distress to me because of Swoop's error was huge. Travelling alone, without my luggage, far away from home, was the worst day I had experienced in a very long time. I know the risk in travelling during the winter months, but the communication within Swoop about delays, was unacceptable. They knew that the flight to Ontario was delayed, yet waited until I was sitting in the airport, already checked in, to announce it? I would have never cancelled my original flight, if I knew that it might not be cancelled? Even though I enjoyed the lower cost of flight and the convenience of a direct flight to B.C., I was devastated by the experience getting home. I have learned not to cancel a flight, even when given the choice. If Swoop had just refunded me for one return flight and not both flights, I would have been happy with their airline!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Hamilton
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes