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 326 reviews
4/10
No Skytrax Rating
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4/10

"flight crew are nice"

(Canada)

Trip Verified | Hamilton to Winnipeg. Airfare is cheap. Everything needs to paid of course. Flight crew are nice except for the ground crews who are not accomodating and courteous. Not fit to be in that position.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Winnipeg
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"such a lack of organization"

(Canada)

Not Verified | Abbotsford to Hamilton. Pretty awful customer service. I've flown these economy airlines before (like Spirit) and you do get what you pay for. However, I've never seen such a lack of organization, and lack of care. After specifically having a conversation at the check-in counter in Abbotsford, BC about me checking in early for my flight to Hamilton, the attendant seemed very confused. She was instructed by another agent to highlight my bag tag and speak to baggage crew to ensure it did not get put on an earlier flight. Instead, there was a black marker scribble on it when I found it. Luckily my travel partner, who took an earlier flight to Winnipeg, spotted my bag on the baggage carousel when he arrived there. He retrieved it for me and brought it to the attendant there. I spoke to her over the phone and chose the fastest option to get my bag back: It would be on the earliest flight into Hamilton the next day with a rushed/flagged order on it and I would be contacted when it arrived. I opted not to get it shipped to my home in Hamilton based on the lack of competence thus far. I also confirmed with an agent at the Abbotsford airport that I would definitely receive a phone call right when my bag arrived. I was assured this was the case. I received no call at all the next day, and when I tried to call Swoop, waited on hold for 30 minutes without anyone answering the phone. Their phone hours then ended at 4:30 PM on Saturday, so I was unable to even get through to be on hold, and they were closed on Sunday. After speaking to security at the Hamilton airport, I decided to just drive out there at 10 PM that night, since a Swoop flight was arriving. There were no Swoop agents at the front desk. Security directed me to an agent, and I found my bag sitting in the back room with two agents, not locked, and still no phone call to inform me. This Swoop agent also seemed confused, saying she thought this bag was getting shipped off to Edmonton. Thank goodness I went to take matters into my own hands. I'm not sure anyone would have ever called me. Moral of the story: Cheap flights. Lots of promises with no action. Do not check bags with them (which you pay for). Will not answer phone calls (and if they do, they try to charge you a $15 "service fee").
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Hamilton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"I would fly Swoop again"

(Canada)

Trip Verified | Edmonton to Hamilton. Swoop surpassed my expectations. I was prepared with water and snacks as I didn't want to purchase these things on board. I am 6 feet tall, and was expecting the legroom to be lacking, but I was comfortable! I did not upgrade seats. There were a couple of inches between my knees and the seat in front of me. The under-seat space for my personal item was ample. I brought a very large purse and a small backpack for my daughter, both fit with room to spare. The seats were comfortable and roomy. I also noticed that my seat didn't recline, and I don't think it was because it was broken. I didn't see anyone reclining their seats, so I believe this feature was not built into these seats. And I actually prefer it that way, as travelling with young children, they are on your lap and moving quite a bit, and reclining seats take up valuable space. The biggest issue that came up involved our car seat. We checked it in oversized luggage in Edmonton, and it did not make it on to our plane. There was another family in the same situation when we arrived in Hamilton. Swoop offered us replacements for the missing car seat, and boosters for the other family. On the spot, we were issued new in-the-box seats and a follow-up and return of our missing equipment was promised. This situation went from panic, (as it is illegal and unsafe to transport a young child without a car seat, so we were effectively stranded) to a reasonable and fair solution. We were held up for a few minutes while the airline staff wrote out our forms and organized things, but I give Swoop big credit for stepping up and fixing things since, as I mentioned, this was not their fault. I would fly Swoop again. The key to enjoying this airline is knowing your baggage limitations, and being prepared for the no-frills service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Hamilton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"worst customer service"

(Canada)

Trip Verified | Edmonton to Abbotsford. I am a pregnant 26 year old with a back injury due to a car accident and decided to try and fly with Swoop last week to go visit friends and family. They assured and reassured me over the phone that after I arrived in Edmonton, AB from a different airline they would have someone from their airline to pick me up at my gate with a wheelchair, take me to baggage and back up to the Swoop counter in time to catch my flight. When my plane landed there was no one there to pick me up so the other airline had to deliver me to baggage and then had an information agent take me up to the Swoop counter, where there was no one available to check in my bag. So due to all the misled information I received over the phone by Swoop I ended up missing my flight and was left stranded at the Edmonton airport alone overnight and now the company refuses to take responsibility or honour any type of remuneration to rectify the situation. Don’t fly Swoop unless you want to receive the worst customer service you’ve ever experienced.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"charge for my carryon"

(Canada)

Trip Verified | Edmonton to Abbotsford. Terrible service. They wanted to charge for my carryon when it states I am permitted one carryon. But attendant demanded I pay $82. I would not recommend it.
AircraftWO121
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"did not accommodate pets"

(Canada)

Trip Verified | Edmonton to Abbotsford. I booked my flight the evening before my afternoon departure the following day. After booking my flight online I started to search the website for the contact number so that I could call in to add my pet to the itinerary. During that search I came across the section that outlined that this airline did not accommodate pets for travel. I couldn’t call the airline immediately because their call center was already closed and they do not have a 24 hour line of communication. I called the following day and explained my situation only for the employee to tell me that the airline will not issue me any kind of credit or refund because I am changing my flight within 24 hours of booking it and that is their “policy”. Mind you I paid almost $300.00 for the one way flight. The employee didn’t offer me any other options nor did she sound sympathetic in the slightest way.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"pleased with my first flight"

(Canada)

Not Verified | Hamilton to Abbotsford. Had a fantastic experience with Swoop airlines with my family travelling from Ontario to BC. The airplane was new, flight attendants were pleasant and helpful and departure and arrival were on time. Yes you need to pay for your carry on luggage which is comparibly priced to other leading airlines in Canada as long as you buy in advance. I travelled with my three young children aged 7, 5, and 2. Both the flight attendants made sure to introduce themselves prior to the flight and check in frequently to make sure the kids were comfortable throughout the flight. I think people need to be a bit more understanding of a few things: 1. This is a new airline, there are going to be bumps in the road and if you are getting a great price you need to be cognizant of that. 2. There are going to be minor delays and inconvenience, and this happens with all airlines I never experienced any of these problems and was very pleased with my first flight with Swoop airline!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Abbotsford
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"budget airline is a great option"

(Canada)

Trip Verified | Hamilton to Winnipeg. This budget airline is a great option for anyone looking to save money with no-frills flying. I was hesitant to use it, since a lot of the reviews were quite horrible, but after my experience I don't understand where these other people are coming from. First of all, I had no issues getting on board, if you follow the times and rules you will have no issues, as with any other airline. If they say you must check in by a certain time and you don't, and you cannot get on because of that, that is your fault not a problem with the airline. My first flight was delayed by an hour, which wasn't great but these things happen, and we were politely kept informed through everything. They let us know as soon as the delay happened, through the app and through the announcement in the terminal. They updated us when maintenance crew was on their way, when they arrived, when they were completed, and when we could start boarding. It honestly was more information than I would have expected from any airline. I did not pay for extra legroom seating and still found the space adequate, mind you I am not a large or tall person. The space is less than you get from non-discount airlines but not as significant of a difference as I was expecting from the comments. There were people behind me with extra legroom and they commented how good it was, so I believe if you are worried that would be a good option for you. You'd likely still save money even after the extra costs. The seats were not comfortable but not much less than an average flight, I would struggle on a long-haul flight in them (mine was a 2 hour flight) as with any long-haul flight, but for short distances it was fine and again, I think the difference in comfort wasn't much compared to the difference in price. The flight attendants and pilot were some of the friendliest I have experienced from any airline and were incredibly helpful and entertaining, this part especially made the flight seem less budget-oriented. They do nickle-and-dime you for everything, and I paid $30 each way for carry-on luggage, so if you are pricing airlines be sure to account for any of these extra charges you may want added on when you are comparing prices. You also have to pay per hour ($6.49/hour) for the in flight wifi which I didn't know going in, so I just skipped using, but the people beside me connected and streamed movies on their phone without issues. All that being said, I paid less than half of what I would with any other airline. The flight cost was just over $300 there and back and usually the trip would have cost me over $700. This made it so I could actually afford to go see family, so I am very grateful to Swoop for providing this service! If you are truly a traveller on a budget this is a great option! I had zero issues and you likely will too. If you are looking for all the above and beyond comforts, you shouldn't be looking at discount airlines anyways. Of course they charge for every extra, but that means you only pay for what YOU want, it's more like a custom built flight experience. Save money on getting there and have more money for fun at your destination! I will definitely consider flying with Swoop again.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton to Winnipeg
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"unable to bring my small pet dog"

(Canada)

Trip Verified | I have booked a flight for Jan 2019 to visit my son and his wife in Edmonton Alberta but I am very disappointed that i am unable to bring my small pet dog- a Cavalier King Charles. (18-19 lbs). I hope that in the near future Swoop will change their policy about pets on flights so that i can continue to book with this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamilton to Edmonton
Date FlownAugust 2018
Ground Service 12345
Value For Money 12345
yes
8/10

"definitely recommend it"

(Canada)

Not Verified | I just returned yesterday from our trip -Abbotsford to Edmonton return - on Swoop, myself and my two grandchildren. I would like to give the 2 thumbs up to the counter staff and the flight attendants for their friendly service and overall professionalism. For the price and the convenience of not having to drive to the Vancouver International Airport. I was more than satisfied with Swoop Airlines. Yes, I had to pay for my suitcase and had to purchase the food on board but I knew all that before I booked and again the price and the convenience! Would definitely take Swoop again and if price and convenience is important to you would definitely recommend it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes