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 728 reviews
3/10
No Skytrax Rating
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3/10

"do not fly Swoop"

(Canada)

Trip Verified | We had planned to be at the airport for our flight home from Hamilton Ontario to Abbotsford, BC, approx 2 hours before our flight was scheduled to board. Now, because of accidents on the highway we arrived as they were boarding, approximately 5 minutes late. I had checked in online, so it should have all been fine. As we approached the counter, we were told we were not going to make it on this flight! I did have a little freak out, and then they told us that we could make it on the plane, but our luggage would not! They told us we had to hurry to board, but gave us no options for our luggage, and even said that if we abandon it to board that we would be charged. So, with no options, we had a friend come pick up our luggage and we quickly boarded without our 3 large checked bags that I already paid $150 to have put on the plane. We are now home with no luggage. Now, finally after being on the phone for a day and a half with various companies, I have found a way to get it back that will now take about a week or so to arrive and will cost me another $200. So, now the Cheap airline Swoop, will cost me way over the amount it would have cost me on another airline that would have cared more about me and my family's situation. So in short, do not fly Swoop.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Abbotsford
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This is absolutely ridiculous"

(Canada)

Not Verified | I know this is a budget airline and you kind of get what you pay for. I expect them to up charge for every little thing but this goes so far beyond that. My friends booked both our flights to Vegas from London, Ontario and due to a family emergency I had to fly home to Vancouver. I called in and waited an hour to cancel my flight as you cannot cancel partial reservations online. I knew there was a $100 plus ta cancellation fee but then they told me that the credit only goes on the primary passenger. Even though I am cancelling only my ticket as the 2nd passenger. This is idiotic but I said fine can she book my flight for me using that credit and she can't. It can only be used for when she herself is flying. This is absolutely ridiculous, nowhere on the site does it say this. If I am cancelling my flight why would the credit only be usable to her. That means I literally lose the entire cost of my round trip flight. I have an account with Swoop and have flown before they could easily transfer the credit to me as the ticket cancelled is mine!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Las Vegas
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"flight was delayed by 24 hours"

(Canada)

Trip Verified | Las Vegas to Edmonton. My flight was delayed by 24 hours. I am in the military and have a contract that requires me to be on base NLT Monday. That gave me two full days to pack and prepare after my trip. Had it been a couple hour delay it would have been fine. So I went to the airport to find alternate arrangements. But there were no swoop agents at the airport to talk to. I called the number on the website and it mentioned paying $15 just for the convenience of calling rather than writing in. I was on hold for over an hour and no one picked up. So I had to find alternate arrangements on my own. I ended up having to pay $660 as that was the only option and it was the least seat. The sign for swoop changed from delayed to cancelled. There has been zero compensation for the flight, for the new flight, or for the ticket I purchased to go to the comic con which I had to miss since the new flight was much earlier and I had already bought tickets. Then I had a half hour window to drive around Vegas to drop off my rental car and get back to the airport which was approximately a fifteen minute ride away plus two shuttles to get to the terminal 3. I am not impressed and highly recomend against Swoop. I'm lucky enough to have got a flight out. The rest of the people were told I took the last seat, therefore they all need to wait a day to get new flights, pay for food and pay for a hotel. This is ridiculous.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Edmonton
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
8/10

"I find this very unfair"

(Canada)

Not Verified | Great airline, however I do have a complaint. My husband is 6’1” and requires more leg room. We paid an extra $57 for each of us (4x$57) round trip. The aircraft was not full, and several people who were in the less expensive seats were allowed to move to the $57 seats. I find this very unfair. We should be reimbursed or the switches should not be allowed. I hope swoop reviews this.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Abbotsford
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"can’t beat the low ticket price"

(Canada)

Trip Verified | Las Vegas to Edmonton. Wanted a cheap getaway to Vegas and thats exactly what I got. You can’t beat the low ticket price and the “only pay for what you need” model. You’re buying a seat and that’s about it, if you decide you need a bunch of baggage, drinks and food etc it’ll cost you. If you’re realistic about what you’re buying, you’ll have a great experience. Probably the friendliest cabin crew I’ve ever seen and the check-in agent even waived my overweight bag fee because I was only a pound over. Seats are incredibly tight if you’re tall but worth it for the savings
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Edmonton
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"you get what you pay for"

(Canada)

Trip Verified | Hamilton to Las Vegas return. I will begin by saying that flying out of Hamilton was a much more relaxing experience than flying out of Toronto. Both legs arrived relatively on time (with about a 15-20 minute delay). Boarding was speedy and efficient in both instances and the overall experience was more than acceptable. My only gripe with Swoop is their luggage policy. I have flown with other Ultra low cost carriers in Europe (Pegasus, Ryanair, EasyJet) and never had I dealt with the type of scrutiny that these guys place on luggage. I was flying down with just a personal item on both legs. Leaving Hamilton, it was clear that my medium sized backpack fit comfortably under the seat (even though in all fairness when I tried to get it to fit in their "luggage size testers" it was virtually impossible. This was just a regular school sized backback, so this is a word of caution to anyone thinking of stuffing a backpack and thinking of getting away for a weekend with just a personal item. Leaving Vegas to return back to Hamilton is where I encountered my first issue (and probably only issue on this trip). Immediately at the check in counter I noticed that they had people aside (5-6 others) which they had marked as having bags too big to count as personal items. I was told that my backpack was too big and that I too, would have to pay to either have it checked or carry it on board (both fees were in the $75+ range). This is a word of caution to anyone thinking of getting away with it. Pay for the bag or make sure you have a small backpack and can make it work. They gave me a break this time, but based on all the other reviewers here it is very apparent that this is not the case most of the time. Wifi was slow on the flight, the menu surprisingly didn't even have cold sandwiches available, however, snacks and drinks are very reasonably priced ($5-$7 for beers or spirits, most snacks in the $3-$6 range). The aircrafts are all relatively new ex-WestJet B737-800 series planes and in both instances during my flights were clean planes. Cabin crew staff were pleasant and were helpful with whatever issues people had around me. Overall, you get what you pay for. In my case, if I am paying for my flights out of pocket I will definitely consider these guys again. I saved at least $200 Canadian with them for my round trip. Final words - measure your bags and don't take your chances. I got away with it this time but I will most definitely pay for a bag ahead of time on my next flights with them at the time of booking.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Hamilton
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
3/10

"I was deeply disappointed"

(Canada)

Not Verified | I was deeply disappointed with my first (and last) flight with Swoop Airlines while recently traveling from Edmonton to Mesa with my two travel companions. One of my friends arrived at the airport later than she planned due to traffic. Upon arrival at the terminal 59 minutes ahead of flight time she discovered that there were no agents at the counter. She had already checked in the night before but still had to check her bag. Not being able to locate a Swoop representative at any counter, she called us and we notified the gate agent who informed us that “There is nothing that we can do.” After repeated attempts to get help, we were told to tell her that it was too late for them to get the luggage (now 45-50 minutes before the flight). She was willing to fly without her luggage in order to make the flight with us so she left her luggage with her husband and went through security and customs to the gate. We were told upon boarding that she would be let on by the flight attendants. However when she got to the gate the same unhelpful gate agents were in the process of closing the door and would not let her enter. My friend was forced to rebook her flight on a different airline at full last minute pricing We will never again fly with Swoop Airlines and we all shocked by the lack of effort and poor customer service displayed by their agents.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Mesa
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"actually been cancelled"

(Canada)

Trip Verified | Hamilton to Halifax. 3 hours before our flight we got an email saying our reservation had be “changed”. It’s actually been cancelled. When we looked at the new “departure time” it was 3 days later. That’s half our trip! We can’t get money back from our Airbnb bookings because it’s too last minute and further more, customer support doesn’t open until 5 hours after this email. Fast forward. I’ve been waiting in Support queue for 1 hr 45 mins. How am I even supposed to problem solve. Ridiculous excuse for an airline, budget or not. We didn’t even take it because of price, it was just the closest and most convenient flight and time. Never again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamilton to Halifax
Date FlownMay 2019
Value For Money 12345
no
3/10

"such short notice given"

(Canada)

Trip Verified | First an email was sent at 3 AM and 4:40 AM the day of our flight saying its delayed. They claimed that it was for maintenance reasoning but checking the numbers of the flight coming from Edmonton it appears that it was because they did not have enough people flying. This is all done at the cost of the customer so that they can save money. A 10 dollar voucher was provided and no other refund. I have made appointment based on this and even played extra to take the morning flight because of my commitments. This is such an inconvenience, with such short notice given and no other options provided other than a 10 dollar food voucher.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
Routeabbotsford to Edmonton
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"backpack need to pay as carry on"

(Canada)

Trip Verified | We started our short escape from Canada to Las Vegas and everything was excellent. Flight on time, outstanding ground and cabin service. Brand new aircraft. However, in our way back, during the check in at Las Vegas airport, everything changed. The agent was nice to advise us that the backpacks my wife and I were using as personal items may not fit the permited size. These two backpacks were the same we used in our way in and no issue was noted by the Canadian ground staff. After taking some items (sweater and a pair of flipflop) they fitted in. When ready to finalize the check in, the supervisor approached to my wife in a very rude way to let her know that the purse she was wearing was considered a personal item so the backpack need to pay as carry on (forty some dollars). The supervisor continued almost in a harrassment way pushing us to pay the fee for the carry on. Only for a matter of proud, I stuffed my pants and jacket pockets to make able for the backpack to fit in the company policy measurements. The issue of the fee or the size was not the problem. The harrassment, rudeness and disrespectful way of being treated will make us never flight in Swoop.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLas Vegas to Abbostford
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no