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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1/10

"Hardest landing experienced"

(Canada)

Trip Verified | Edmonton to Abbotsford. They were over an hour late. Airplane used up most of the runway before taking off. Hardest landing I've ever experienced and to top of all off everyone was thrown forward at the end of the landing with excessive braking.
AircraftBoeing 737-800
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Very unprofessional Airline"

(Canada)

Trip Verified | Very unprofessional Airline. Our group of 8 traveled from Edmonton to Abbotsford on September 13, 2018 and returning to Edmonton on September 16, 2018. On our return to Edmonton on September 16, 2018 the flight W0124 was canceled. It was rescheduled for Monday September 17, 2018 at 8:45AM - Flight W02224. Many upset passenger were advised that Swoop Airlines would not provide any accommodation, transportation or any food vouchers. As many other passengers we were very upset and frustrated, we rented a vehicle and made arrangements for a night stay at a local hotel. Next morning we find out that the rescheduled flight W02224 is also canceled. Now there is a new reschedule flight W0122 on Tuesday, September 18, 2018 at 1:20pm. We decided to go to the airport on Monday September 17/18 to find out what was going on. When we went to the airport that morning to the Swoop counter, the agent told us that the Monday flight W02224 is canceled and Tuesdays flight W0122 is also canceled and there is a new reschedule flight Wednesday September 19, 2018 on 1:20 pm. We told the Swoop Agent that we had to get back to our work of employment and that my daughter had to go back to her studies at the University of Alberta. We asked the Swoop counter Agent to help us get on a earlier flight, they refused and asked us to leave. We witnessed upset & frustrated passengers with similar issues actually being escorted out by security that was called out by Swoop counter agents for no major reasons that we saw. The Swoop counter agents overreacted to the upset & frustrated passengers. Feeling abandoned by Swoop Airlines and losing faith in Swoop, we ended up booking on a another airline Flair Airlines on Monday Sept. 17 at 8:35 and reached Edmonton. I contacted Swoop Airlines contact center 3 time on the phone (September 18, 19, 21, 2018) regarding the cancellation of our flights and have asked to speak to the management in charge. I have been told 3 time by Swoop contact center that someone from the management will call back. It has been 1 week and no calls from Swoop Airline management. We would like to get reimbursed for the additional cost for new Airline Tickets, Vehicle rental, Hotel accommodation, Food and lost Wages. It is the responsibility of Airlines to get their Passengers back to their destination on a timely manner. Cancellation of total 3 flights is not acceptable standard. No Accommodation or recourse was provided by the Swoop Airlines to their passengers.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"a very good experience"

(Canada)

Trip Verified | I read quite a few negative comments but we had a very good experience. The two of us flew for the first time with Swoop from Abbotsford to Edmonton September 21st and returned September 23rd with absolutely no problems. Considering this is a low cost airline, we knew we’d would have to pay for any extras which is typical for any budget airline. Booking was simple and the cost of add-ons was clear. Prompts for extras could quickly be by-passed if not required. We didn’t pay extra for seat selection as we don’t really mind where we sit on a plane and we were ok if we were not seated together for a short flight. Both times when we checked in manually before arriving at the airports, we were assigned adjacent seats anyways. Clear convenient options were provided at check in to print your boarding pass, download it, or have it emailed to you. Rules regarding minimal check-in time, baggage check-in, boarding time, restrictions, in-flight costs etc were very clear and repeated through-out the process. It was also clear if you were late and missed the minimum check in times, you would not be allowed to board and the plane would not wait for late passengers. When we arrived at the airport there was no line up, staff was efficient and friendly, and our check in was very quick. Flight was on time, the airplane was clean, and staff nice. An information announcement was made to download the Swoop app for entertainment. (I had already downloaded the app when booking our flight and found it user friendly). We had checked one bag which we retrieved quickly upon arrival and were on our way. Our flight back was a very similar experience. Check-in was quick again with a minimal wait and 4 staff members available. We were pleasantly surprised with the offer of upgraded seats on the emergency exit aisle which had a lot more leg room. Just after we cleared security, we received an email notification advising our flight was delayed 30 minutes which was fine as things happen and our flight boarded and left right on time for the new departure time. Again the plane was clean and the staff friendly. We would definitely fly Swoop again: We got an incredible deal on our flights (even with extras), the booking process was easy and quick, the Swoop app was easy to use, staff was friendly and polite at each part of the journey, flight was good especially with the upgraded seats and extra leg room, baggage arrived promptly and in good shape. Just make sure you read the rules before you book, are ok with the cost of any extras you may require and factor these costs in when price comparing, arrive on time, and follow the company’s rules - this is the same with any other airline. I hope we never run into one of the excessive time delays other passengers have mentioned, but considering our experience, we will definitely be flying Swoop again. It is great to have a safe low cost no frills (unless you want them) option to fly.
AircraftBoeing 737-800 Series
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
Value For Money 12345
yes
2/10

"Poor Customer Service"

(Canada)

Trip Verified | Edmonton to Hamilton. Poor Customer Service when airline at fault. Wait for CS on phone for more than 2 hrs and still can't get through. Then was told by counter staff to try sending email as there is nothing they can do, they got no management support from head office or PR to deal with issues. Cheap compensation, Flight delayed due to insufficient staff for 8 hrs, and was only given $20 meal voucher when a meal cost $30 per person per meal at the airport, spent another 20 minutes talking with counter staff in order to get extra $10 to cover 1 meal for the 8 hr period.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Hamilton
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

"excellent no frills flight"

(Canada)

Trip Verified | Edmonton to Hamilton. This was an excellent no frills flight. Even with prepurchasing a checked bag it was still half the cost of flying with westjet (preferred airline). The staff were very friendly and accommodating. I travel 3-4 times a year so I always bring my own food and drinks on the plane but they do have a decent snack menu that's not too overly priced. With Swoop, it's a super low fare but you will pay for anything that you want extra. A little preplanning and you will be just fine. They have a very limited fleet so dont expect a quick fix shall a problem arise, I've read a few reviews where they have flat out canceled trips and reserved flights for the passengers days later (although they did fully refund the money). It may not be for everyone but I would 100% suggest giving them a try. I would like to see them succeed and continue to offer these low fare flights but that is entirely up to its customers. Happy travels
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Hamilton
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"definitely fly again"

(Canada)

Not Verified | We flew from Edmonton to Abbotsford last sept 15. Flight was delayed for only an hour as it was snowing so bad. But the flight and crew were all super nice. Flight back to Edmonton was also delayed for an hour but that's ok too. We checked in our luggage and everything was fine contrary to the other reviews that they lost their luggage. I guess people need to arrive at the airport at least 2 hrs before the flight to avoid any problems. Would definitely fly again with swoop and already recommended it to all our friends and relatives. Very cheap price and comfortable too.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"A complete waste of money"

(Canada)

Not Verified | This is the most unreliable airline that I have ever flown. This is my third time flying with Swoop, from Abbotsford to Edmonton - I only booked because it was a last minute flight and they were the cheapest. Every flight I’ve been on has been delayed at least two hours and you don’t find out until 20 minutes before the flight time so you are having to sit and wait for hours extra. A complete waste of money if you ask me. Don’t fly Swoop.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"delay more than 3 hours"

(Canada)

Trip Verified | Abbotsford to Edmonton. Worst airline ever. They delay the flight more than 3 hours and offer no meal vouchers or answers. Staff is rude and lacks all knowledge and care to do their job even a little bit.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Edmonton
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not recommend this airline"

(Canada)

Trip Verified | Winnipeg to Hamilton. Terrible customer service on and off the plane. Our flight was diverted from Hamilton to Toronto due to heavy winds in Hamilton. Once we got to Toronto we were told we were just waiting to get a spot at a gate. This turned into over 2 hours of waiting on the plane. After 2 and a half hours they finally came around with half a small glass of water for everyone. You would think sitting in a hot plane for over 2 hours they would at least give you water, but no, they barely had enough on board to give everyone half a tiny glass. So after almost all customers had now made alternate plans to have family or friends pick them up from Pearson, they announce that we will be attempting fly back to Hamilton. The weather outside had gotten even worst, raining and so windy that the plane was shaking while even on the ground but because they’re too cheap to actually let us off at Pearson so they don’t have to pay to land there, we were heading back into a storm worst than what diverted us in the first place. They would not let anyone exit in Toronto. At this point you have babies screaming, everyone’s hot, thirsty and annoyed and the flight crews response was “we want to go home too and we don’t get paid while on the ground”. They announce that we were waiting to refuel and we would then be back up in the air for our “12 minute flight to Hamilton”. This went on for another hour at least to wait to refuel. Now I know the flight crew can’t control the weather but to not even give water to over 100 people sitting in a recycled air trap is just ridiculous. We eventually made it to Hamilton after about 20 minutes of turbulence the entire flight. They kept repeating that these decisions were being made for “our safety” yet the 15 minute flight was even worst than the original flight when we first attempted to land and diverted. Once on the ground the staff scurried like scared mice and where nowhere to be found. No vouchers for any of the inconvenience of having people drive back and forth from Hamilton to Toronto back to Hamilton to pick up their family and friends. Not even a voucher for a bottle of water. But I guess this shouldn’t be expected when they stock the bare minimum on their flights to begin with and seem cheap with everything. Overall terrible experience and would not recommend this airline. It may be ok if everything goes completely as planned but the second something goes off course they don’t seem to care at all. I would say spend the extra money and have the piece of mind that there would be at least enough water for all passengers should you get trapped in the plane for 4+ hours.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWinnipeg to Hamilton
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
no
2/10

"underwhelmed with Swoop"

(Canada)

Trip Verified | Hamilton to Edmonton. Very underwhelmed with Swoop, Since it is a sister company of Westjet, I did have high hopes. Swoop's presence at Hamilton is definitely noticeable from check-in to boarding. Now the flight was smooth but the experience was lacking, a lot. Usually, the crew are the best part about the flight, in this case, not so much. The flight attendants had average customer service, but nothing going above and beyond. The pilots didn't bother communicating to the passengers at all (except before takeoff). The menu is extremely basic and on the more expensive end. They didn't offer snack options that appealed to us (noodles in a cup? really?) No wonder nobody wanted to purchase anything. One of the more ridiculous onboard rules they have is no complimentary water. There was a group behind me that asked for a water because there child was very thirsty and the crew continued to say no saying it's not included in your fare. The passengers had to pay $4 for water. Another thing I noticed is that they really like to overcharge passengers to pre-pay for their seat. ($45 for an exit-row seat). They seem to be taking the "ULCC" model to the extreme and it's certainly causing them to lose some of their reputation.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton 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