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 402 reviews
4/10
No Skytrax Rating
Filter Reviews by :
Show
1/10

"Then things got worse"

(Canada)

Trip Verified | Abbottsford to Edmonton. Came in to fly out on a Sunday night. Started boarding, then told our flight was cancelled and going to be rescheduled for the first thing next morning. Understandable, things happen and ultimately safety is most important when flying. Then things got worse. Little to no communication on everything. No hotel vouchers, food vouchers, nothing! All 150 people on this plane were now responsible for themselves. Unbelievable. We were fortunate enough to have family we could spend the extra night with. Could not imagine the hotel ordeal or having children traveling as many passengers did. Then, at 3am we get an email saying our new flight has now been cancelled and they have rechecked us for Wednesday afternoon! Are you kidding me! Fortunately we came to the airport early in the morning and managed to switch to another airline. After spending 45 minutes on hold with their customer service they refunded us the cost of the flight, but nothing for the huge inconvenience this has brought. My girlfriend and I have had to miss work, pay extra for our parking at our destination, and completely lose a day to this absolute garbage customer service. Neither I nor my significant other will ever be using this airline again and will be telling everyone we know of this experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAbbottsford to Edmonton
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"cheap flights are a good idea"

(Canada)

Trip Verified | Edmonton to Abbotsford. It’s amazing to have an airline that as a young family we can afford to go see my family in Vancouver. For short flights the planes are great and the staff are the same. Thanks to whoever decided these cheap flights are a good idea because it brings families closer.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"been on hold for 51 minutes"

(Canada)

Trip Verified | Abbotsford to Edmonton. So, I was in a situation where for sure reasons I could not fly out this morning. I called Swoop, was out on hold and there I stayed - at 25 minutes I also called from my landline in case my cell battery died and was again put on hold. When I gave up I had been on hold on the original call for 51 minutes and then gave up on the landline at about 45 minutes. I took screen shots of my cell before it died to prove it. What’s the deal?
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownSeptember 2018
Value For Money 12345
no
1/10

"Many annoyed passengers"

(Canada)

Trip Verified | Edmonton to Abbotsford. Long story short - reached the airport at 1pm with 2 toddlers and was told the flight was cancelled. Was offered the next flight out 8hrs later. No meal voucher offered, no other options, no sorry from the front agent. When I asked the agent why no email or call. She said she did not know. Received an email at 2.15pm 2 hrs before actual flight time of 430pm that flight has been "rescheduled". Most passenger would have made their way into the airport. Many annoyed passengers. Disappointed
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

" Aircraft was clean"

(Canada)

Not Verified | Abbotsford to Edmonton. Aside from being late on takeoff their and back, and some minor confusion at the desk, this felt no different than flying any other economy line, and cost $9. Not sure why people are complaining. Aircraft was clean and staff to standard. Really it was no different than a WestJet flight..
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownSeptember 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
2/10

"needs to get their act together"

(Canada)

Trip Verified | Swoop needs to get their act together: We paid full price when the airline first starting selling tickets - they are now 1/2 price and as low as $9 to Edmonton. They are trying to get customers anyway they can. The airline has poor scheduling issues and cancels the flight if they don't have enough customers booked. This resulted in leaving us in Edmonton an additional 3 hours until their next flight landed. Our times were changed twice on the departure flight days before we even left. We had the same plane down as well as back - we could tell because of the same piece of dirt in the same spot. When I called to talk to a manager you couldn't get through and I finally emailed them and they gave us two $50 vouchers - probably my bad if I ever decide to use them. For the price we paid I should have gone with an airlines that have worked out the bugs in the system.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"experience was terrible"

(Canada)

Trip Verified | My experience with Swoop was terrible, (and still is as I have been on hold, waiting to talk to a customer service agent for 60 minutes with no luck!) I made a reservation for my daughter and me to fly from Abbotsford to Edmonton on Aug 31 to attend a memorial for a friend. When we arrived in Edmonton, my daughter realized that she would not be able to fly back with me on September 2nd. So she went online to the swoop website and cancelled her flight. The wording on the website said "Cancel flight for H. Johnston? Confirm?" So she confirmed that was what she wanted. When I returned to the Edmonton airport on Sept. 2nd for the return flight , I was told that my flight was cancelled also and that I would need to rebook for $200+. I tried to explain the website cancellation had been only for my daughter, and not me, but they really didn't care and said it was out of their hands. I argued and asked to see a manager, but to no avail. I am now going into hour 2 of being on hold to try and get some resolution to this issue.. Customer service is pathetic. The agents in Edmonton were terrible, under trained and not the least bit interested in trying to problem solve for a paying customer. They are only capable of looking at a computer screen and reading back what it says. Swoop has lost me as a customer. I actually waited 2 hours and 5 minutes before being connected with an actual Swoop rep. She said it is impossible to make partial cancellations online. We went round and round until I asked to speak to her manager The manager also insisted that Heather, my daughter must have cancelled both reservations and no matter how much I insisted that the website had said "Heather J.... confirm cancellation" she would not acknowledge that this happened. She said partial reservations can only be cancelled by telephoning a customer service representative. I suggested that if every customer who wanted to cancel a partial reservation had to wait 2 hours to actually talk to a person ( as I did today) that perhaps their website and systems needed fixing. She stated they were thinking about changing the system but had not yet done so. She also stated that the reason I had to wait so long today is that they were backlogged with calls because their call centre was closed on Saturday and Sunday! What the hell!! She then covered that tidbit of info by saying that they do have agents who respond to emails 24/7!! So here's what I got from all that. Don't use their website to cancel partial reservations because their system can't handle it. Instead call them directly(which by the way, they state will cost you $15.00 plus applicable taxes and it may take 2 hours + to get an answer! However once you do call, be aware that the call centre might be closed so you will never get an answer. In that case you will have to email them and I have no idea how long their response to an email might take! Totally laughable! She said she could do nothing for me and when I suggested that she indeed could do something by offering me a refund,as a gesture of good will, for the return ticket plus baggage charges that I had to pay the second time. She refused. She put the icing on the cake for me when she said that she really appreciated my feedback because they would use the info I provided as a coaching opportunity! Unbelievable! . Neither my daughter or I received any notification of a cancellation being made. Yet another oversight I guess
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"absolutely loved it"

(Canada)

Trip Verified | Winnipeg to Hamilton. I flew with Swoop for the first time and I absolutely loved it. There were no delays and the Hamilton airport was not busy. The flight crew was super friendly. I have experience flying with Westjet and Air Canada but Swoop is the best flight I had. I loved the flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWinnipeg to Hamilton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"a disorganized mess"

(Canada)

Trip Verified | Abbotsford to Edmonton. Swoop is a disorganized mess, not worth the discounted price! In addition to their constant prompts to purchase additional services that are basic on other airlines, boarding in Abbotsford was chaotic: they decided to board two separate planes (heading to Edmonton and Hamilton) out of the same gate, at the same time- leading to a great amount of confusion and delayed take off for both flights. On my return flight we were delayed multiple times, and only received notice of these delays when it was time to board. Looking for an explanation, staff were not helpful, knowledgable, or pleasant to interact with. I do not recommend flying with swoop as appealing as the cheaper prices might be, and am not optimistic about their ability to get their shit together in the future.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"will recommend Swoop"

(Canada)

Trip Verified | Hamilton to Abbotsford. An exceptional flight experience for an ultra-low price... I don't understand the reviews of this airline, it's an ultra-low cost, no frills airline - and that's exactly what I experienced. My family and I flew return from Hamilton to Abbotsford in August and the experience was flawless. The flight attendants were patient, friendly and helpful. At one point, the attendants began meal/drink service (they announced they'd be doing so) and some passengers kept trying to squeeze by the cart to go to the washroom (everyone should know this is rude and ignorant toward the staff) and the attendants were friendly and would move the cart to the front of the plane so passengers could continue to use the facilities. My only critique is that the meal options were slim (no sandwiches or wraps), they only had snacks available for purchase (hummus, crackers etc.) I think on a longer flights (4+ hours) there should be small meals available for purchase. I also recommend upgrading to the larger seats - I sat in both a regular seat, and an extra leg room seat - for the price, the larger seat is worth it. I would definitely fly this airline again and will recommend Swoop.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamilton to Abbotsford
Date FlownAugust 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