Swoop

✅ Trip Verified | Absolute nightmare. They cancelled my 7am departing flight at 1am when I was sleeping. Wake up to the automated email notifying me they have automatically rebooked me on the same flight the next day. This doesn’t work for me. Their chat is unavailable overnight so can’t get a hold of anyone. Finally make it to my destination 9 hours later than supposed to after a whirlwind of a morning, rescheduling hotel, rental cars, split off from the individuals I was travelling with, and a direct flight from TO to Kelowna now takes me to Vancouver then Kelowna. The extra leg room and baggage I purchased with Swoop does not transfer over to my WestJet flight and there are no upgrade seats even available for me to purchase with WestJet. If I thought this couldn’t get any worse the same thing happens a few days later on my return flight! Same exact 1am email for a 7.30am flight! I swear they were both automated and cancelled because the flights were not full. Again no support. I eventually arrive at my home destination 18 hours after originally expected, again with a layover. Miss Superbowl with my family and friends and an extra day of work. I reach out to Swoop regarding compensation and they denied it. They were unsupportive throughout the entire process and I am not exaggerating when I say this was a living hell to experience. All I can say is thank god I was not travelling with small children at the time. I will never fly swoop again. I will always pay the extra dollar moving forward if it means I can just call someone on the phone. Swoop does not have a phone line and will take sometimes 45 minutes to an hour to respond to a simple question for help! Save your sanity and don’t fly Swoop. These guys need to be put out of business they are a joke of an operation.

✅ Trip Verified | I had heard mixed reviews on Swoop but decided to give them a try, I bought round trip flights from Abbotsford to Puerto Vallarta. The flights were reasonable but they ding you on everything else. You are required to pay 60+ dollars for a carry on AND 70+ for your checked baggage, then you also need to pay for seat selection. So, when all is said and done you’re paying the exact same as a non-budget airline. That’s not even the worst part, our flight was delayed on our trip down, which was inconvenient but we figured things happen. Then the evening before our return flight going home we got a notice that our flight was delayed again, we sat in the airport all day and our flight was delayed a total of 5 times. Just as our extremely delayed flight was supposed to be boarding, a flight attendant deplanes and announced our flight was cancelled because the staff was “too tired”. Now I understand a long day, but then there was no follow up on what we were all to do. She said we would receive an email with instructions and that was it. There was no customer support or anyone willing to assist all the stranded travellers. Every single passenger had to scramble to find themselves a hotel for the night at 9:00pm with zero help or care from Swoop. The promised email was not sent until 2:30am, stating our flight was now going to be leaving at 8:30am; if I had not been up and waiting for said email we wouldn’t be getting home. Once we arrived at the airport, we were greeted with more staff and flight delays.

✅ Trip Verified | Worst experience ever, I wouldn’t recommend this airline to anyone. Flight was delayed both ways for hours. No food. Everything takes forever. They charge extra for everything so it makes just as expensive as any other airline.

✅ Trip Verified | Got to London no issues, flight on time, weather perfect in both locations. 100pm they cancelled our 120pm flight. Set it back up for the next morning at 7. Reason being they set the flight times to late and they can't get us through Sanford customs before 5pm when they close. I see I'm not the first person to have this review. They won't do anything about expenses in Florida or the lost time for the travel day in London. Gate staff were good but just minimum wage employees that have just about as much info as we have. In the shop and I don't care about the flight quality or leg room because if you can't even set up a flight schedule that works I don't have a lot of faith in anything else you can do. Swoop is a joke.

✅ Trip Verified | Terrible. Flight cancelled 10 mins before take-off. A problem we find out is very common because they have no clout to keep US customs open 20 mins late in Orlando. They just see this as a minor inconvenience to customers. Flight staff flew the plane back empty. Now sure how that helps with the low cost model. Customer service is non existent. Apparently there’s no chance of refund. Everyone at the gate complaining of frequent cancellations. Do not book if you need your plane to take off with you on it. Will never book Swoop or WestJet again.

Not Verified | Flight was ok although delayed. Landed at 2.20am. No luggage. No agent. An officer asked us to go out to departures to enquire. Went to departures, nobody available. Spoke to someone, took a pic of the tag to enquire. 3am. Swoop opened for another flight check in. Spoke to agent. Already 4am. She acknowledged someone called a supervisor and we needed to wait. We asked for a follow up call as it had been 1 hour already. She asked to wait 30 mins more as "there had just been a call" although the call x supervisor had been 1 hour ago. Another swoop agent arrives to check in. We go and tried to speak to her. She is upset asked us to wait. She comes back 15 mins later and asked us to go to domestic flights and wait there. We explained it was an international flight and the reason to go to domestic and wait. She answered I am telling you what I was told. I do not know or can do anything. We reiterate the flight was from Cuba and asked why we need to go tp domestic. She stops and thinks and said she would call supervisor again. It is 5am already and nobody knows anything. We tried to ask several times what we are waiting for there. Both agents are very upset and extremely rude. Supervisor shows up at 5.30 because there was a big issue with another entire flight. She says they know nothing and have no idea where our luggage is in Canada or in Cuba and can't be tracked. So, from 2.30 to 5.30 am they just kept ignoring us and being rude. I have never witnessed such a bad customer service at the airport or with any airline. I'd rather pay more to fly with another airline and get a better service. And our luggage is still missing.

✅ Trip Verified | I will never fly with Swoop again. It took them until we were inches off the ground in PEI to figure out the weather was too bad to land. They rerouted us to Quebec where we sat on the tarmac facing issue after issue. We were stuck on the plane for 10 hours being given no info. They stated that we could get off of the plane but then we would not be eligible for a refund or nightly accommodations, so most of us stayed out with these expectations in mind. There was no accommodation in Toronto. They just rebooked our flight for Sunday morning vs Friday night and left the entire flight of people stranded at the airport for over 24 hours with no place to go. We were lied to and passed off to different people for hours and hours, each one telling us the last person had given “misinformation”. Then on top of that, they lost our luggage for hours when returning to Toronto. Swoop is responsible for the WORST travel experience I have ever had, and refused to offer a refund or credit as “the flight was rebooked within 48 hours due to weather”, ignoring all responsibility for previous info/statements they had made to our flight. Most unprofessional airline ever.

✅ Trip Verified | Let me start by saying I will never fly with Swoop again. We took a family vacation to Jamaica in January and there were 5 of us coming and going and ALL of our 5 flights got changed from 3 hours to 7 hours and we received NO compensation whatsoever even though I submitted my claims. Absolutely unacceptable and I had to rebook on different airline and lost my money. I have never been so disgusted with an airline and will NEVER fly Swoop again. I attached an example of the change: On January 15 I was scheduled to head back to Toronto to work for 4 days and depart at 1:20 in the afternoon as I needed to be at work at 6:00 am the next morning and they changed my flight until 7:25pm by 6 HOURS and by the time I flew home and waited 90 minutes for my luggage and got home it was 3:00 in the morning and I had to be up at 4:45 for work. I was told I would not be reimbursed which is ridiculous. 4 other members of my family also had all the flights changed to late day flights as well. Most horrible experience!

✅ Trip Verified | Could say the worst flight I've ever been to. They pretend it's a cheap flight and you end up paying more than most airlines, they charge you for everything you could imagine they have disastrous quality. When we landed to Toronto airport from Cancun Mexico, our luggage was delayed for 1.5 hours for no reason. Around 200 tired passenger were waiting around the conveyer and not a single customer service member showed up to let us know what was going on. Staff in the airport even called for the customer service and no one showed up. They charge you to the last cent when receiving the money, but when it comes to service, no one is responsive.

✅ Trip Verified | Flew with Swoop from Abbotsford to Baja California, this flight was absolutely amazing. The flight attendants were cheerful and happy which made the flight great. There was snacks and drinks for purchase, the seats were comfy! Plane was on time and landed in Mexico 20 mins early! Luggage was all there! I highly recommend swoop. For all the negative talk and reviews on swoop from people, I did not experience anything negative about this airline. Everyone has their own opinion and Swoop was a wonderful airline!!