Swoop

Not Verified | Edmonton to Abbotsford. I fly regularly. Swoop is unhelpful and unreliable. The girl at the counter actually smiled when she said she couldn't issue a boarding pass because I was 5 min late. This was forty minutes before departure. They are the worst airline I have ever attempted to fly with. Absolutely atrocious. Do not trust them to be polite or helpful.

✅ Trip Verified | We were scheduled to fly Swoop from Hamilton to Halifax on Tuesday July 9. When I went to check in, the site kept telling me I needed 24 hours to book, I was well within the 24 hours so I went into the site to check my itinerary and discovered they had rebooked us for Thursday July 11. I know our email was working as we had received one from Swoop on Friday July 5 saying our flight was going in 72 hours. When I tried calling their customer service (after saying I needed to pay $15.00 for the call) They had a recording saying a number of flights were cancelled and would not be taking phone calls, but to go to their website. We were not notified by email or text about the cancellation and were left on our own to find alternative flights. We managed to book a flight on Westjet out of Toronto. We had no choice as one of our party was flying home to Calgary on Westjet out of Halifax. This was a first and only experience with Swoop. I will never recommend this airline and have trouble believing they are at all associated with Westjet. As a result having booked at the last minute with Westjet we are out of pocket over $2000.00. This airline should not be in business and the Canadian regulators should shut it down.

✅ Trip Verified | Hamilton to Halifax. We were left waiting at Hamilton Airport. We arrived just prior to 6 pm for a flight that was delayed and did not depart until 8.05 pm. The original departure time was 6.20pm, but we received email updates that told us the flight was delayed prior to us arriving! The Swoop staff refused to assist or help, and would not allow us to register even though I had email updates prior to arrival. We were told the plane was already boarded and the NSTB would not allow anybody access 30 mins prior to departure, but we were at the airport 40 minutes prior to! We have a 5 and 10 year old that has to wait at the airport until the next morning with a vending machine and Tim Horton’s that ran out of everything. We were then forced to purchase return one way flights back to Halifax at a ridiculously outrageous none-discounted price. As a retired veteran of the Canadian Forces and somebody who has represented Canada and the citizen of this great country all over the world, this has been the worst travelling experience I have ever encountered. I waited on the phone trying to contact customer support for over an hour before finally I gave up, not able to talk to anybody for advise or resolve! To not help, not offer any discount or return to offset the purchase of second set of tickets, and to have nobody that even has the ability to assist, borders on incompetence! My solution to you as an airline is to offer something back in return for the pain and suffering that my wife and grandchildren have incurred as a result of unprofessional service. We got home finally after 14 hours waiting at the worst airport in Canada, and would not recommend anybody ever use Swoop as a reliable choice for travel anywhere. I would be shocked if this Swoop is still in service by the end of the year!

Not Verified | Received an email from Swoop cancelling my flight and rescheduling it for two days later, we were meant to fly from London to Halifax on July 9, 2019, they rescheduled this to July 11, 2019. Our trip was only for three days July 9, to July 12, so we would only get a nineteen hour vacation instead of three days. Our hotel is non cancellable so we have lost $480.00 and can't change the hotel dates as they are sold out. This is our first trip with Swoop and will be our last. The reason for cancelling the flight was unscheduled maintenance of two aircraft, they only have seven aircraft in their fleet. Why would Westjet not step in and take me and these other passengers from the five cancelled flights. Could you imagine what Swoop's attitude would be if I tried to cancel my flight and who much they would charge me. Bottom line, I have no offer of compensation, I can't take my three day vacation as hotels are full and I did buy a hotel on Expedia using some points and $480 it was non cancelable to get a good price. It will make me very wary of using Swoop and Expedia in the future. So Homewood Suites Halifax will get $480 for free and Expedia will get their commission. I'm retired on a fixed income and feel shafted by Swoop, be very careful booking with this airline it is not ready for prime time operation as an airline.

❎ Not Verified | Hamilton to Ft Lauderdale. Vacation ruined! I am a family of 5 and Swoop cancelled our Monday flight and changed it to Friday. We all work. So who is going to be paying for our hotel rooms, our car rentals, our phone bill, our food, gas, etc? This trip will be now too expensive for us and it is all because of this airline. Hotels for 5 people are not cheap. The worst part is there is no one to call until 10 o'clock on Monday.

✅ Trip Verified | Edmonton to Hamilton. Terrible airline. Staff uninformed and not helpful. Flight delayed 2 hours then after that when people got restless asking for answers they said it was then delayed another 12 hours for "maintenance". I've heard of this happening on other flights and I finally got bit. Serves me right for going with the bargain basement "Poop" airlines. Will not book with them again.

Not Verified | Hamilton to Abbotsford. We were not notified of our flight cancellation until we finally arrived at the front desk after about two hours of public transit. The employees told us that the email couldn’t reach us because we booked as a third-party, but which plane cancels their flight one day prior to the actual flight date? And even after they said they sent the rescheduled flight confirmation email, we still did not receive it. They tried rescheduling for four days later which could not work, so instead they scheduled a flight at a different airport at least 100 km away and basically told us to pay for our own car rental and overnight stay fees. Not only that, but the employees seemed very unsympathetic and did not seem too focused on solving the issue at hand, even after being explained to about our situation of not having any way to travel to the scheduled airport. This was a horrible and frustrating experience, and I absolutely do not recommend this airline.

✅ Trip Verified | Hamilton to Abbotsford. Cancellation without notice for our flight out of Hamilton to Abbotsford. Our flight was rescheduled it without asking for 4 days later. When online to find the earliest fights, found one which can only take passengers and moved other 2 to different flight for time being, on hold, past 2 hours and 7mins, this is not right. I understand flight cancellations can occur but at lest have your reps available to answer phone calls?

✅ Trip Verified | Hamilton to Vancouver. Horrible airline! They cancelled the flight last minute and their call Centre is actually closed if you can believe that. What airline closes their call Centre? And they charge you $15 to call their call Centre. They cancel the flight on you with no alternative and their call Centre is closed. This is unbelievable.

✅ Trip Verified | Hamilton to Edmonton. Is Swoop ever on time? This is the third time I have booked a flight on Swoop snd the third time it has been delayed! The first flight by 2 hours, the second by 45 min, but this time takes the cake! First an advised 4.5 hour delay, then once at the airport another 2 hour delay the a third of 45 min for a total of over 7 hours! This is ridiculous! Worst service of any Canadian airline ever! Do not use Swoop, you will regret it.