Swoop

Not Verified | Swoop has been nothing but insensitive and has displayed very poor business practices during this global crisis. My husband I were travelling to Edmonton with our two young children. When 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 swop was not there to answer a phone call. They wanted to charge us $15 to talk to a human, their online chat didn’t help and we could not access them via email. Swoop wanted to charge us $1200 to change our flights. Swoop is by far the worst airline out there. I’ve never flown with them and after this experience I never will furthermore I have told many never to fly with them and I have shared my experience with others. I am disgusted by swoop and I hope others tell their story because I know I am not the only one that is out hundreds of dollars due to their insensitivity and poor business practices.

Not Verified | Abbotsford to Edmonton. Horrible, horrible, horrible Don't go, stay away. We booked in Feb, before all the covid19 lockdowns. Only learned 4 days before flight Mar.15, that we had to isolate. Have been trying to reach them but no response. When you phone, line goes dead after 1 ring. Out $1700.00 because we couldn't cancel or reschedule. Never once had an update. You can only change your reservation 7 days prior to flight. Gov. changed rules 6 days before flight. Swoop does not care about you. Stay far, far, away.

✅ Trip Verified | Hamilton to Fort Lauderdale. We were to fly out March 13, 2020. We have tried to get hold of Swoop for days (before the 7 day period) and have never been able to get through. We booked with our WestJet card and were told by WestJet to contact our carrier which is Swoop. We had to cancel as my dr recommended with virus we don't go as i have lupus. I get that they are probably going out of their minds with calls but other airlines have let people cancel in light of the virus. If this many people are complaining and losing money perhaps other means to get our money will need to be considered. This is not our fault, we only are trying to help ourselves to avoid what was the obvious.

✅ Trip Verified | Winnipeg to Abbotsford. Our plane got grounded due to unforeseen safety maintenance. We called the customer service and spoke to Desiree. She was so helpful and patient. She got us on a flight with Westjet that afternoon with no hiccups or bumps. We were very satisfied with our service and the way Desiree dealt with our undesirable circumstances.

Not Verified | Cancun to London. The date is March 16th. I am with my family in Cancun and just heard the Prime Minister's address asking all Canadian's to come home due to covid19. I wanted to change my Swoop flights from Saturday to an earlier flight on Thursday and Swoop would not do the change. I had to buy new tickets and take travel vouchers in order to get home. Additionally, while I was booking the flights they jacked up the price! Unbelievable!

✅ Trip Verified | Edmonton to London. Our flight is Today March 17, 2020. From Edmonton to London Ontario through (Swoop) then from London Ontario to Orlando through Sunwing Airlines. Sunwing gave us a full refund but We’ve been contacting Swoop service lots of time Since March 12, but it all ended up in a recording apologizing that they cannot attend to our call, then line cuts. Even the chat doesn’t help, email haven’t answered. On cancellation Swoop are charging $150 per head which is a lot bigger than the fare, and changing flight dates they are charging to-and-fro $150+$100 per head, so, the use of Modifly is for the next flight after you charge up this huge amount? Be considerate enough to all your clients, being in a local flights doesn’t mean you are not subject to viral infection. I hope you can do something about this and not just wait for your clients/pasenger to not show up in threir flight just to protect themselves from being exposed to infection, then what, it’s your gain and we lose.

✅ Trip Verified | Hamilton to Edmonton. I am extremely disappointed that the airline is not willing to issue Swoop credits for flights within Canada. There are some people that are more at risk for catching Covid-19 and given the progression of this ILLness it should not matter where you are flying to.

✅ Trip Verified | After re-booking a flight from Orlando to Hamilton with a live agent, I was promised a $50.00 credit off the ticket price for my next flight with Swoop. When I tried to apply this credit on a flight to Cancun, After waiting on hold for over an hour, I could not reach a live agent to receive it. I tried contacting an agent through the Swoop website to no avail. Never received a response to my written request to Swoop. What I find disturbing is the complete lack of care to help customers deal with flagrant issues. Swoop is a subsidiary of Westjet, one of the more popular and successful air carriers in Canada. I have never had an issue in all the years I have flown Westjet. How is it Westjet has not become involved with Swoop management to iron out these customer complaints? I have come that Swoop cannot survive the effects of the Covid-19 pandemic.

Not Verified | Everything was overpriced. I ended up not bothering to get a drink on the flight, since they charge for water. There is no In-flight entertainment, there is a Swoop app that you can download, which has a streaming service there, which you need to pay for WiFi to use. Ended up paying nearly 15 bucks for the in-flight WiFi which didn't work for me. Couldn't connect to anything that wasn't on the Swoop website. I had to go to safari on my phone to connect and pay, not the Swoop app. Top it off with having zero legroom, my knees squished up against the seat in front of me. I am never going to fly with Swoop again.

✅ Trip Verified | I'm writing this from London Ontario Airport. A small airport which due to coronavirus now you hardly see anyone around. Our flight was at 12:25 pm and when I got to the airport many students were in the line in front of the Swoop counter and no employee was there. When one person finally came, she said they don't check in anymore. The flight is here hardly anyone in the airport and they didn't check in us while at 11:40 neither of them was in counter. It is not our fault that they left the counter earlier than usual times because they didn't have any travelers. The supervisor was not responsive and just kept showing a paper with a phone number. Is this called customer service? I tried to call many times and no one is responsive. This is not fair to customers. Most of the kids who lost their flight today at London airport were students who were forced to leave the residents due to universities closing because of the Coronavirus and now they have nowhere to go.