Swoop

✅ Trip Verified | Abbotsford to Hamilton. Yesterday evening, after nine hours of travel (air and land) from Queen Charlotte BC in Haida Gwaii to Abbotsford I was denied boarding for my flight to Hamilton. The reason for denial was having incorrect identification according to company policy, but I feel that the issue was addressed with little respect and understanding of the situation and the lack of willingness to cooperatively address the issue will result in me missing my brother's wedding tomorrow. Earlier this week I lost my wallet with my passport in it, leaving me with no photo identification, living on a small island with no access to apply for an emergency passport or other government identification. From a Service BC satellite office, I acquired an interim driver's license and interim BC Services Card (Care Card). Prior to my travel, I checked the Transport Canada regulations and found that for domestic travel 2 pieces of valid (not-expired) government issued identification were acceptable so long as they had the name that matched the ticket, birth date and gender. It also mentioned in the case of a driver's license having the expired license as accompanying photo ID. I had all these pieces, although my expired driver's license was for an Ontario license rather than my interim BC license (which is just the reality of me moving from Ontario to BC within the past few years). I figured I had all the necessary documents to travel. I did a quick scan of Air Canada and Swoop policies and noted they mirrored Transport Canada policies. I was able to board my Air Canada flight from Sandspit to Vancouver with the documentation I had on hand. I then traveled 2 hours from YVR to YXX on public transit and was denied boarding for my 9:55pm flight. The reasons provided to me were as follows: - Because my expired license is from a different issuing agency than my interim license, it was not considered valid as a primary or secondary piece of ID - Swoop accepts "Care Cards", but the customer service representative said that "BC Services Cards" are not the same. BC only issues Service Cards now, so the paperwork I had was as close to a Care Card as I was going to get. The other ID I had on hand included a fishing license (accepted until very recently), several student cards (which I recognize are not government issued), photocopy of my passport, and an expired government-issued residency card. I was told that there was no grace period for accepting the fishing license, although the Transport Canada policy change is still in its grace period. When I was denied I respectfully accepted that I did not have what was required, but asked if I could switch to the flight the next day... I would have my friends send down my birth certificate and any other documentation today (Oct 4) to board the 9:55pm flight. I also asked if he could help me identify what ID I would need if I rebooked the flight. The agent said he did not have time to help with re-booking and told me to call Swoop (the offices were closed at that time). I asked if his team lead could help me, he went to ask her, but came back saying she was too busy to talk to me. This morning I called the Swoop office. The woman I spoke to was very sympathetic and said if I was able to get proper ID she could book me on this evening's flight and offered to ask her supervisor if they could give me a voucher towards the price of the flight (which had gone up to over $450 one way).

✅ Trip Verified | Abbotsford to Hamilton. My bag was broken upon arrival to YHM, september 17th 2019. I informed a staff member of Swoop, she then took pictures of my bag and the baggage tag and said she would email me later for a damaged bag claim, that she was too busy to file it right then and there. One week had gone by and I heard nothing Sept. 24th 2019 I was traveling back to YXX told the check in agent that my bag was broken upon arrival and that I wanted to fill out paperwork, she advised me to contact the head office, it is now Oct. 2nd I have done all the running around and jumping through hoops for them, sending them pictures of the damage to my bag etc. Called the head office and having to return the next day to YXX an hour from my home a two hour road trip that could have been avoided if someone would have just done their job in the first place. This company gives you the run around hoping you will just get tired of the chase, and let them be.

✅ Trip Verified | Edmonton to Hamilton. 4 years that I have not seen my parents and I decided to book a flight to Hamilton to show them the Niagara Falls, and what did Swoop do, they lost/misplaced my luggage. I have to deal with their ignorant and arrogant representative. My entire trip was basically ruined thanks to them! A manager stepped over and said he will give me 2 options, 1: my luggage will be in Edmonton and they will only reimburse me 300$ for the clothes I have to purchase for myself. 2: Since it’s a weekend they don't have a courier, and they will pay much more to send it to my hotel. So I have to pick up my luggage at Hamilton from Niagara and back and forth out of my own money. I fought hard and ended up with an agreement that they will reimburse me one way of my fare. I have to deal with them for the entire day! Not worth it! instead of me enjoying my time with my parents I wasted it dealing with swoop!

✅ Trip Verified | Winnipeg to Edmonton. I had to reschedule a flight due to a death in the family. This was over the July 4th weekend. I couldn't get through on the phone as they had cancelled so many flights from July 1-4 that their phones were jammed. I booked another airline to get to Winnipeg. I thought from Winnipeg to Edmonton I would use some credit from the unused flight. It took 3 times at 45 minutes on hold each time before I got through to someone. Although I had prepaid the seat and baggage that was non-refundable - absurd since neither was use. There was a $100 cancellation fee - I couldn't use the insurance I purchased because I couldn't get through on the phone to re-book my original flight. They agree to refund me $59. A month later I still didn't have it so I went on their online chat. 6 hours I was on chat as the "person" would leave for an hour at a time. They said there was a credit to my Swoop account for 90 days - really? They never said that before. After understanding the full story, not being able to re-book due to their shortcomings not mine, providing them with my re-booked flight info, etc they then agreed to refund $76.70 to the original method of payment. This conversation occurred Aug 15th. To date no refund. I went back on chat and was asked all the same stuff - I think they are trained to wear a person down. After providing everything again and sitting in the chat module for an hour I received "We are experiencing high email volumes and working hard to answer in the order received. We appreciate your patience." I ask how if I am talking on chat I am not already first in line. They say "I am speaking to you on social media. The emails are in the email folder being responded to by other agents. Separate process for both these operations." I am chatting with someone who can do nothing? What is the point of it all? Does the chat turn into an email? Again, I am sure this is intentional on the part of Swoop to have people walk away from it all. Worst experience, worst airline, worst customer service.

✅ Trip Verified | Hamilton to Las Vegas. This was the best experience flying to Las Vegas thus far. My daughter lives there, so I try to go a couple of times a year. Previously, I had no other choice, but to fly out of Toronto. As I live in Hamilton, this added another hour to my travel time. Having a direct flight to Las Vegas out of Hamilton was amazing. It took only 8 minutes from my house to the airport. Checking in was a breeze and much less crowded than Toronto airport. The flight crew on my flight were engaging and helpful. I really hope Swoop is here to stay because I will definitely be flying with them on a go-forward basis.

Not Verified | We have flown with Swoop several times with no problem. This flight to Hamilton was the scariest ever. There was an attempt to land in Hamilton but aborted. Flight attendant advised we could not land due to heavy fog (we could all see the city of Hamilton and lights at the airport). Flight attendant then said we were going to land in London. We were in flight assuming we were headed to London. Later, the pilot or co-pilot came on apologizing for not speaking with us sooner but they had been very busy trying to figure out where we were going to land. He then said we were going to attempt to land in Hamilton again. Again, landing gear came down and we went down to land but headed back up. After the second attempt you could see and hear that all the passengers were nervous and quite quiet. We were in flight again. There were no more contacts from the pilot/co-pilot, nor a flight attendant. We then did land in Hamilton - a very rough landing. We were to originally land just after 11 p.m. and ultimately landed well past midnight. Would like to know what happened as it definitely was not anything to do with fog as upon disembarking from the plane people were chatting about 'where is the fog'. I know ourselves,, we drove home and did not encounter any rain, fog or anything else. Hope that Swoop will advise what happened as I will probably choose not to fly with this airline in the future.

Not Verified | Abbotsford to Edmonton. I have flown with Swoop 3 times a month for the past year and a half and have not had an issue yet with them, maybe the odd delayed flight for an hour but other then that they are great and I will continue flying with them.

✅ Trip Verified | Hamilton to Las Vegas. 3rd trip to Las Vegas with Swoop. Very happy with the service, the people and the flights. On time every time. I look forward to my next trip with this airline.

✅ Trip Verified | First and foremost Swoop has the worst customer service help available. It takes them 5 hours to a few days to reach back. They do not come up with solutions, their reps are extremely robotic on the phone and they strictly stick to their policies. So avoid making any mistakes or changes, or you will run into this issue, and it's the biggest pain. On a lighter note, Swoop is great for lower price flights. You pay for your base cost flight, then you pay for your seats, baggage, and any thing extra. So you get to control what you want and how much you want to ideally pay for for a flight altogether. The plane itself is comparable to Westjet's comfort, especially the Emergency Exit seats. Those are my go-to seats, I'm not sure about the front row but so far the Emergency Exit Seats are my favourite. I highly recommend for trips that are longer than 2 hours, or if you happen to be on the heavier side, no shame. Swoop does not have free wifi or inflight entertainment, so make sure you have your own music/videos/movies downloaded beforehand. Food & beverages are overpriced like any flight, bring your own because snacks are life. If you're looking for cheap and basic flights, Swoop will cover that but don't expect them to go above and beyond when there is a hiccup in your plans, you will end up in an anxiety attack and stressed out, because customer service is definitely not their strongest trait.

✅ Trip Verified | Abbotsford to Edmonton. The incidence happened on 10 September at Abbotsford I was sitting on the right side of the plane where engine started backfiring and with bumps no one wished for that kind of experience. The lady captain did show her skill and landed the plane in professional manner. What disturbed me was the miscommunication part at airport no one was clear at the information desk, representatives at different kiosks were telling their own stories and no one was assured what they are talking will be going to be true. At morning after the incidence we waited up to 2 hours and it's been told to us come back at 5.30 p.m to catch your next flight at 8.00 p.m. I was flying with my wife and 2 daughters. We went back to my relatives home till we start from home to airport I was regularly receiving e-mail from swoop your next flight is on time so when I reached at airport I did my checked in at 5.30 pm and returned my rented car and went to cafe shop for some refreshment and to add more confusion after 15 minutes they announced this flight is cancelled and there is no update on flight whether it will be rescheduled or not - at front desk the ladies on duty told they don't have any information on that and if we want any update we have to wait else we can cancel the flight for no reimbursement. After 2 hrs they told us that flight is rescheduled for 12.15pm but none was sure on that too. So now I have to wait for those extra hours. No food or snacks was offered. Lastly the flight came and captain flew that plane like a very relaxed music on piano we were offered free snacks on board where you don't need or want after so much hassle or being tired. I want to rate 10/10 to both pilots and 2 to ground staff and head office.