Swoop

Not Verified | I flew Swoop for the first time one way from Tampa to Hamilton. The check in at Tampa airport was great. There was no line up and the staff were very friendly. We boarded our flight right on time and took off a few minutes early. The flight was great and the flight attendants were friendly and professional. We landed ten minutes early. Overall it was a great experience and I wouldn’t hesitate to fly Swoop again!

✅ Trip Verified | Edmonton to London with Swoop. Worst ever. Staff member at the ground assistance wanted me to pay $100 for just an extra .30 kg on the top of $42 I paid for my 23 kg baggage. Last March I was traveling with Swoop from Edmonton to Brampton with 2 personal backpack and my suitcase with no charge. Today they charged me with $89 for my suitcase. Even though I swear to them that they didn't charge me last time and todays flight was half empty. They also threatened me to deny my departure and cancel my flight.

Not Verified | Hamilton to Toronto via Edmonton. Very friendly staff. Clean aircraft. Decent wine. I saw the staff help with a fainting passenger they did a good job. Check-in was okay but the flight attendants truly went above and beyond

✅ Trip Verified | Edmonton to London. This is the second and the very last time we will fly with swoop Both experiences have been terrible 1st time was Edmonton to Hamilton and return Flight to Hamilton was delayed by 5 hrs And flight back was delayed by 11 hrs (Travelling with 2 small children and I needed to be at my destination for an appt for my dad which I had to rush to find someone to go with him) Today flight from Edmonton to London (delayed and no idea when we will depart- apparently they need to find an new 1st officer - this excuse is awful) Have people on standby seriously! In my position I can’t just not show up and if I can’t go to work I need to find someone to replace me).

✅ Trip Verified | I travelled from Hamilton to Edmonton and my flight was delayed from 5.35am to 8.40am. That wasn’t the worst, I brought the exact same baggage on board from Hamilton to Edmonton and everything was fine. However, when I was flying back from Edmonton to Hamilton on Flight 104 on 24th April 2019 23:55, I got charged CA$89 extra for my carry on. The staff was not polite or empathetic at all because we got through and flew with the exact same baggage from Hamilton to Edmonton. It was ridiculous and her tone was rude even though our baggage dimensions were within the limit. She also misread the amount to charge on my credit cards and did not even apologize for her mistake. I have travelled often and with many low cost carriers but this is the first time I am being charged for a carry-on with bad customer service. When I boarded the flight, there were no smiles or help given and I witnessed another passenger being scolded for having a jacket on her lap. I will not recommend this airline to anyone.

✅ Trip Verified | Hamilton to Halifax. Besides the outrageous hidden fees and uncomfortable seats, the flight was delayed for an hour as one out of the 4 staff had to leave home sick and we had to wait for a new attendant. On return from Halifax flight delayed again for no reason, only update I had was an email. Boarding time comes and still no new update so I ask customer service at the desk and she says "I have no idea when we will board". I said can you at least update us so we dont have to keep asking, her reply was "you'll know when we announce the boarding time". I don't mind the delay things happen what I mind is the attitude of the personal. Not helpful at all. First and last time I use this airline.

✅ Trip Verified | Abbotsford to Hamilton. This is the first time flying with Swoop and we found the experience to be great. We were travelling with two young children. Our first flight (red eye) was delayed 2 hrs, but the first part of the delay we were notified by email way in advance so we just left home later. This was due to the inbound plane being delayed an hour. The second part of the delay was due to a medical issue with a passenger. So really not a lot could have been done. I'm sure a lot of passengers were a little upset as it was late and it was a full flight. We upgraded to more legroom seats on our first flight, and this is so worth it on the overnight flights. The seats barely recline. Maybe 4 inches, so don't expect to sleep. The extra room was great as we had one child sleep on two seats, and the other on the floor. Thankfully it was a smooth flight so no seat belt lights came on. We had regular seats on the way back and its much more cramped. But not as bad as Air Canada Rouge. Do not waste your money on the onboard internet. It is incredibly slow. Basically makes old dial up seem fast. You can't load Youtube or Netflix. Its only good for light browsing and email (if that). I did complain about this to the service provider and they refunded me. Its quite expensive too. $12 for 90 minutes. Make sure to download the Swoop app before coming to the airport though. Its the only way to access internet. There are no shows or movies available so you need to download these to a phone or tablet before hand. You can access swoopstream.com while in flight to see remaining travel time and altitude, but that's about it. Recommend buying food and drink after security then bring it on board. Not a lot of options on the plane. On the way home there was a huge line up at check in/bag drop due to two full flights at the same time. Staff separated the flights and expedited the earlier flight to Abbotsford through. The flight actually left a little early because of this. Staff was friendly and helpful. Will use again without hesitation.

✅ Trip Verified | Hamilton to Halifax. Terrible airline. They delayed our flight from 8am to 4pm. Spent 50 min on hold to be told nothing they can do. Lost a day of my holiday. When we boarded there were empty seats behind us and I asked if we could sit there. They said I would have to pay! Terrible customer service.

✅ Trip Verified | This was my first trip with Swoop and my first time flying out of Abbotsford. The check in staff was very friendly and helpful. We had checked in online and was seated towards the back; however the check in agent moved us up. Additionally, she was very helpful with questions about the app and the airport. Thank you very much for a great start to our long weekend excursion out east.

✅ Trip Verified | Winnipeg to Hamilton. I booked a flight and purchased a ModiFly, it's an option where you can change your flight if something comes up. A month and half before my flight I had to change my flight dates due to exams but they would not let me change it because my credit card was apparently "declined" so I sent them the copy of my bank statement, the receipt that they sent me and my reservation code which they would clearly not sent out without a complete payment. I tried contacting them for the entire month of March, starting March 4th, 2019 through the phone and email but I was put on hold for minimum of 20 minutes everyday (fyi, I would call 3 times a day) and the email was either an automated one or the agent will not have an idea what I was talking about when there was an entire email thread prior to the most recent one. It is now April 18th, 2019; no solutions, no email and no follow up. I'm going to miss my flight due to exams, I can't use the service that I paid for (ModiFly), I can't cancel my flight and get credit due to their website error which they never fixed and I'm never getting my money back (est. $350).