"cannot get through on the phone"
Karen Marasco (Canada)
✅ Trip Verified | My 87 year-old mother & I booked a flight to Edmonton from Hamilton to leave March 20 and return March 24. On March 13 the airline announced that if your flight was more than 7 days away you could add their flight insurance for free and change or suspend your travel plans. Our trip was just under 7 days away! Also our flight was not an international flight but it was between two of the provinces with the highest rates of confirmed cases and also between two cities which have confirmed cases. We are asking that they reconsider and allow us to receive a credit so that we can reschedule or trip to see my sister and her ailing husband. He had COPD and is also very susceptible to the virus. Even the government has told us to avoid non-essential travel! I have yet to hear back from the Facebook messages that I have sent and cannot get through on the phone.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Hamilton to Edmonton |
Date Flown | March 2020 |
Value For Money | 12345 |
Recommended | no |
"pay for every single little thing"
S Hayle (Canada)
✅ Trip Verified | Edmonton to Las Vegas. I would not recommend anyone flying with Swoop! Yes, they say their flights are cheaper but are they? At the end of the day, we have to pay for every single little thing including bad service and delays over delays! So the world announces a pandemic and everyone is trying to cancel their flight to get their money back so their health is not at risk and to prevent the spread of the virus not only does Swoop charge to speak to them but currently Swoop won’t even pick up calls or when they did pick up they say sorry we don’t refund for flights-no refund policy, not even world pandemic. Perhaps a credit? Shouldn’t this be an exception? WestJet and Air Canada are also credit or refunding customers. Even the government is paying people to stay at home and not travel. The hotel we booked even made an exception and refunded our money even tho they had a no refund policy understanding the situation. Shame!
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Edmonton to Las Vegas |
Date Flown | March 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"it is impossible to communicate"
Belkys Garcia (United States)
Not Verified | From the early hours of today and taking into account the measures announced by Canada due to the coronavirus, we decided to cancel or modify our flight reservation to the city of Hamilton for March 15 from the city of Tampa, Florida, USA. The option to cancel or modify the flight does not work! We tried to call but it is impossible to communicate and we also saw that the charges for those calls are $15. Therefore, we are requesting the cancellation of our reservation and the refund of our total payment. We will be going tomorrow to a counter, to do a new complaint!
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Tampa to Hamilton, Canada |
Date Flown | March 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"trying to modify or cancel our flight"
Belkys Garcia (United States)
Not Verified | Tampa to Hamilton. Since yesterday March 13 we have been trying to modify or cancel our flight reservation to Canada. The option to cancel or modify the flight does not work! So we are requesting the cancellation of our reservation and that the total of our payment be re-sent to us.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Tampa to Hamilton |
Date Flown | March 2020 |
Value For Money | 12345 |
Recommended | no |
"not a low cost airline"
E Walden (Canada)
✅ Trip Verified | Edmonton to Los Cabos on 14 March. Avoid, avoid, avoid! This is not a low cost airline and then they refuse to even discuss with you! As someone used to low cost airlines in Europe, this does not compare!
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Edmonton to Los Cabos |
Date Flown | March 2020 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"never get my business again"
L Gerten (Canada)
✅ Trip Verified | Hamilton to Halifax. Flight booked to Halifax for Easter weekend and I am a health care provider. Cannot believe there is no way to get even a travel voucher in place of the flight I cannot take. They also need to stop sending "reminders" to pay for seats and baggage to patrons who have already paid. I fell for that once. And only once. Swoop will never get my business again. I chose it because it flies non-stop from Hamilton. Will take the extra trouble in the future to fly out of Toronto with other carriers. Good riddance.
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Hamilton to Halifax |
Date Flown | October 2019 |
Value For Money | 12345 |
Recommended | no |
"not offering travel credits"
Jennifer Pinder (Canada)
Not Verified | It is absolutely appalling that Swoop are not offering travel credits or re-booking options for their 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 Airlines is so selfish to use this time to promote cheaper prices.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Winnipeg to Puerto Vallarta |
Date Flown | March 2020 |
Value For Money | 12345 |
Recommended | no |
"Swoop are not accommodating anyone"
Grainne Lowe (Canada)
Not Verified | Toronto to Puerto Vallarta. We are cancelling our vacation to Mexico mainly because we have a 2 week old grandson. Our hotel were more than accommodating, however, we booked with Swoop and they are not accommodating anyone. They are charging $15.00 to speak to a representative. This is disgraceful. "We are currently experiencing high call volumes To save you money, we suggest using Manage My Bookings for booking, cancellations or changes. If you would like to speak to a Swoop agent there is a fee of $15 plus applicable taxes for new reservations or to change your existing reservation."
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Toronto to Puerto Vallarta |
Date Flown | April 2019 |
Value For Money | 12345 |
Recommended | no |
"Swoop will not let us cancel"
Susan Buda (Canada)
Not Verified | Edmonton to Puerto Vallarta. Canadian government advising not to travel internationally. Swoop will not let us cancel, change or give us credit. Other air carriers are flexing their policies to accommodate during this Coronavirus crisis. Shame on you Swoop! Never use you again.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Edmonton to Puerto Vallarta |
Date Flown | March 2020 |
Value For Money | 12345 |
Recommended | no |
"disappointed with this company"
Charlotte Joseph (Canada)
Not Verified | Winnipeg to Hamilton. Due to the COVID-19 pandamic I tried to change my flight to a different date but was overly charged, more than the original amount I paid. I can't afford to change dates. If your company truly does have compassion, flight change would have been accepted due to the pandemic. I am very disappointed with this company for taking my hard earned money.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Winnipeg to Hamilton |
Date Flown | March 2020 |
Value For Money | 12345 |
Recommended | no |