Swoop

Not Verified | Edmonton to Hamilton. Cancelled flight less than 24hrs notice with no alternative option and no answer from customer service email or call wise. Recommend going to an alternative airline and avoiding all the hassle and customer service. Extremely sad and disappointed and that to spend way more money trying to book a last-minute flight with another airline.

Not Verified | Edmonton to Abbotsford. Love this! I am so happy that Canada finally has ultra low cost carrier. I fly them all the time abroad in Europe. It’s a new product in Canada and a lot of travellers here are not yet aware of how they work. I see reviews that are poor because they don’t offer or provide complimentary items, but that’s how the ultra low cost works. You buy what you want and need for your flights, it’s simple and works. Looking forward to using Swoop again.

✅ Trip Verified | Hamilton to Las Vegas. I got an email on August 15th at 4:00 AM in the morning informing me that my Swoop flight initially planned the same day at 7:30 PM was changed to August 22nd. Their customer service was closed until 10 AM eastern time and I had no information at all other than a notice saying "If the re-accommodation option provided does not work for you, you are able to book with an alternate carrier and submit your receipts for reimbursement provided it is base economy fare." Pay attention with the flight you book if this happens to you as they will reimburse only an "Eco Basic" ticket so if you buy a new economy ticket which is not specified as "Eco Basic" they won't reimburse your ticket. They got me with that, I bought the cheapest ticket with Westjet but it was not an Eco Basic (there are apparently 5 different Eco prices that Swoop won't tell you about in their email) so when I finally got a customer service representative, after one hour wait, they simply told me that they won't reimburse my new ticket. I called Westjet back completely panicked and the wonderful lady on the phone helped me to change my ticket to an Eco Basic and reimbursed directly the $1000 I just spent in the other economy ticket. As my new flight was departing from Toronto I had to pay for parking at the Toronto Airport + rent a car from Hamilton to Toronto to get my car back. I submitted all my expenses but got no answer yet. My only advice is to avoid this airline, if everything goes good it's great you had a cheap flight but if it goes wrong you have no assistance at all and no reimbursement for me so far.

✅ Trip Verified | Flight cancelled with just over 24 hours notice and rescheduled so that instead of 6 days in Orlando I would get one, with the other two days being travel days. Spent 3 hours making new flight arrangements out of a different city with a different airline and 1 hour on hold with Swoop before giving up on trying to get a refund, another hour negotiating a website to formally cancel my flight with Swoop, don't know if I got the refund. Thanks for getting my holiday off to a terrible start Swoop!

Not Verified | When my teenage daughter arrived at YEG in Edmonton she had already checked in online and required only her checked bag to be tagged. It was discovered that she had incorrectly clicked and paid for an in cabin flight checked bag and not a checked bag. As SWOOP airlines baggage wording is confusing she gently explained that she had clicked on the wrong box and then also requested that she would like her bag to be placed underneath the plane. With a satisfying smirk on her face the agent said that she could not make that change and then told my teenage daughter a credit card is required for payment. My daughter asked if there was anyone she could talk to about this besides agent She then was told that we have no customer service on Sundays. English comprehension and synthesis clearly appeared to be a barrier for the agent but when my daughter reiterated that there was no available customer service again the answer was no! My daughter paid the extra $50 for her bag utilizing my credit card as I don't know to many young teenagers with a credit card. When arriving on the plane she found it filthy and when wiping the seat, seat belt, head rest and table tray down with a lysol wipe the remains were a yellowy brown colour. This is an extremely cheap, nasty and non customer directed airline. Please pay an extra $50 and fly with someone else.

✅ Trip Verified | My grandson (15 yrs old) is flying tonight (Aug 19, 2019) from Halifax, to Hamilton (WO115) and then on to Edmonton.(WO103). At the desk in Halifax I asked to have his luggage checked all the way to Edmonton, but was told it couldn't be done - he would have to retrieve his luggage in Hamilton and check-in again. The Halifax to Hamilton leg was an hour late departing and when he got in Hamilton, the person at the Swoop desk refused to take his luggage, because he had missed the window by 15 minutes. The cause for him missing the timeline was the "delayed Swoop flight" from Halifax. When he tried to explain that to the person at the desk, her reply was "thats not my problem, you have to deal with it", and she walked away. She said this to a 15 year old boy travelling on his own! To say that I find this absolutely incredible would be an understatement. Now I have to arrange to have the bag picked up at the airport and shipped to Edmonton. They will never have the opportunity to do this to me or my family again - a cheap price does not allow you to dispense with common courtesy and common sense.

✅ Trip Verified | Edmonton to Las Vegas. On my round trip to Vegas this weekend the plane was delayed both ways, unknown reason as there were no inbound passengers that disembarked the plane either time once it finally parked at the gate to pick us up. This was my first and last with Swoop.

✅ Trip Verified | Abbotsford to Edmonton. We only have an hour and half flight with Swoop Airlines and have a car seat with together with our luggage. Waited for our car seat by the claim area and unfortunately it was nowhere to be found. The staff whom I didnt get the name approached us and asked if we are waiting for our oversized baggage and I was like yes its a car seat. She said they cant find it and we need to fill up a form and they will replace the car seat. She didn’t apologized to us in behalf of the company. She even want me to open the car seat from the box but I didn’t. which irritates me because we didn’t even get great customer service from her. It just very disappointing. But then we appreciate that they replaced the car seat.

Not Verified | I was supposed to fly Swoop from Hamilton to Vegas today. The flight was cancelled and they only emailed us one hour before our flight. We were to go to Vegas 8/15 and return 8/20. We were at the airport, limo had dropped us off and we get a message on our email that the flight was cancelled and that it would not depart for Vegas until 8/20 - we were to be home and back to work on 8/20. We had all of our hotels booked and so we had to call an uber to the airport, find our way to Hamilton, rent another vehicle and drive to DETROIT as that was the closest airport and the only way we could still get to vegas that night... not only did this cost us 1000$ each per person, it wasted so much time. We are starting off on our vacation- ruined and I am shocked that Swoop can get away with rebooking everyone on a flight 5 days later! in what world does that work for anyone. I feel bad for everyone who works for Swoop as I do not want to imagine the flack they are getting right now. I hope Swoop gets shut down until they can figure out how to operate as a feasible airline. Wrecking peoples travel plans that many people only get a few times a year is completely unfair.

Not Verified | Edmonton to Abottsford. I'm sitting here in the Edmonton airport as I write this waiting for my flight which has been delayed 3 hours. I guess you get what you pay for but I would not recommend you use this airline if you value being on time to your destination. 3 times flying with them and 3 times delayed. Big problem with delayed and cancelled flights with swoop!