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 548 reviews
3/10
No Skytrax Rating
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2/10

"never book with this airline again"

(Canada)

Not Verified | We booked our trip in January to depart in April round trip from Toronto to Victoria BC, for my sons wedding. At that time we booked our car rental and two different place to stay. Today I received a modification to our flights. The flight will leave two days later and return one day earlier. I had to cancel and rebook with another airline. The cost of the change to our flights and car rental exceed $700.00. Al that was offered was a thank you for our understanding. I will never book with this airline again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Victoria
Date FlownFebruary 2022
Value For Money 12345
no
1/10

"won’t refund my money"

(Canada)

Trip Verified | They cancelled my flight due to “weather” a day before it was to leave (and it wasn’t even bad). They offered no alternative flying options and won’t refund my money or provide a flight credit.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Puerto Vallarta
Date FlownFebruary 2022
Value For Money 12345
no
1/10

"I would absolutely avoid Swoop at all costs"

(Canada)

Trip Verified | This airline seems like a scam to me - with so much red tape enforced in order for them to make money while being "low cost." Despite the federal government rule that health cards expired during COVID are extended until September 2022, the attendant refused to accept it as a real government ID. Tried to show other forms of ID that were also not accepted (I don't have a drivers license). Both the attendant and her supervisor were rude and very dismissive of the situation and refused to let me board. Waited on their "customer service" hotline to try and discuss with an agent for two hours until I realized their unresponsiveness, as someone mentioned below, is "by design." Also messaged them on Facebook to try to discuss the issue, but again the human/bot (no idea who I was actually speaking to) - was very dismissive - and then assured me that "You are able to use your health card within your own province, you are not able to use it to travel. You require valid government ID" - This, I know to be completely untrue - as I flew domestically using health card as ID two weeks ago. Anyways - all this to say I would absolutely avoid Swoop at all costs - for their lack of transparency in their "rules" if not for the terrible customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Kelowna
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Unable to use credit"

(Canada)

Not Verified | Unable to use credit. We called the number on the website. Representatives gave us the runaround and put us back in the queue every time we mentioned we wanted to use our credits or that we wanted to speak to a supervisor. We chatted to a "live" agent online and just to make sure there was someone there we just had a small conversation until we mentioned we wanted to use our credits, they never responded after that to any of our questions/comments. I can say goodbye to our credits but I thought people should know what kind of company Swoop is. How is it that they are still allowed to operate is beyond me.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Halifax
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"company is completely built to offer no customer service of any kind"

(Canada)

Trip Verified | I was flying to Ontario for Christmas with my family, and learned the hard way about why to avoid Swoop. After this experience I will never travel with Swoop or their parent company WestJet ever again. On the day I was to travel my brother, who I was staying with, tested positive for covid. I had nowhere else to stay, and he and my extended family all had to quarantine for ten days (my trip was 8 days). I did everything possible to cancel or change my flight. These were extenuating circumstances and needed to speak to someone. This is what I learned that you should know: There is no customer support. I waited on hold for 2.5 hours to speak to someone, no one will ever answer the phone, and this is by design (more on this later). The buttons to make changes to your flight is greyed out in the back end of your user account so there is no way to let them know there is a problem (this is by design). When you speak to them on their website or any social media platform, you get a bot and never a person (this is by design). Why is this by design? I had no choice but to dispute the charges for the flights on my credit card through my flight cancellation insurance. I was denied any refund even at the credit card level. Why? Because, I could not show that I tried to cancel, even though I spent 4 hours that day in total trying to get in touch with them, right up until the moment my flight was to depart. They will tell your credit card company that you didn't show up so they can keep your money and leave you with no recourse. I was advised by my credit card company to contact the better business bureau to fight and try to get them charged to return my $800, but you and I both know this won't happen. This company is completely built, from the ground up, to offer no customer service of any kind. They have a fine print terms and conditions that was written very specifically to shield them from ever having to give a refund, and no matter how extreme your case, even with extreme medical complications and prior notice, they will refuse outright to even speak to you, let alone make arrangements to help you in any way, shape or form. I will not be in a financial hardship from this, but I know many many people who would be devastated to lose this much money. It is not fair, and they shouldn't get away with it. Swoop and WestJet have lost my business forever, and I will be telling this story to anyone who will listen so they know what kind of company they really are.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteVictoria, BC to Toronto, Ontario
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Swoop is a scam airline"

(Canada)

Not Verified | We were supposed to fly from Abbotsford to Edmonton but Swoop cancelled on us at time of departure. We found a new flight as we had to be in Edmonton the next morning for a business meeting within the hour and boarded our new flight. When we landed in Edmonton I got an email from Swoop stating that our flight had been rebooked for 30 hours after our previous departure was supposed to happen. I tried calling but they were closed as their hours are 8-4 and have no after hours service. The next morning (after the flight was already supposed to be boarded) at 8am, I called and tried getting a refund. Nothing. They were rude and told us it was our problem and took our money. Swoop is a scam airline. I've flown with them on 10 different occasions and this is not the first time its happened, it's the third.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Find a different airline to fly"

(Canada)

Not Verified | They cancelled our flight after the time it was supposed to take off. We waited in an hour long line and by the time we got to the counter the only remaining flight that day was full. We had to get to Edmonton for a 7 am meeting the next day so we booked another airline that left that night. After a two hour wait on hold, they told me I lost my money and there’s nothing they can do. The man on the phone was extremely rude and would not give me a complaint email address or his manager. Find a different airline to fly.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownJanuary 2022
Ground Service 12345
Value For Money 12345
no
1/10

"Swoop would not refund us"

(Canada)

Trip Verified | My sister and I booked flights last spring 2021, Swoop changed our flight times more than 4 times! Then where we were flying to had multiple shut downs due to covid, so we needed to cancel our flights. Swoop would not refund us, they gave us a credit. I just contacted them again as I am not vaccinated, and cannot travel without it. They said they will not refund.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownMay 2021
Value For Money 12345
no
3/10

"Come on on Swoop. you can do better"

(Canada)

Not Verified | My flight was excellent without any issues, no concerns on the flight end. direct from Abbotsford BC to Hamilton. I used the online "quicker" email option to try to make changes to my flight (spending more on options). I waited 8 days for a response from Swoop without any reply. I ultimately gave up, used the phone and waited the nominal 50 minutes until I got an attendant and the matter was rectified. Another flight coming up and being as thick as I am, I used the "quicker" online email option spelling out my issue again. Again up to day 4 and no reply. So here I go again on hold with the phone up to 42 minutes and I give up. This is incredibly poor customer service either way, whether using either option. Come on on Swoop. you can do better.
AircraftBoeing 747
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteAbbotsford BC to Hamilton BC
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"made me pay for the 2nd bag"

(Canada)

Trip Verified | Very bad experience at customer service, I had a digital copy with barcode for covid test and the lady at customer service has no idea how to scan the barcode with her phone, after 15 minutes someone else came there and scanned it from his own phone. I had 2 personal bags and she made me pay for the 2nd bag. This flight cost me very expensive.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Edmonton
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no