Swoop

Not Verified | Hamilton to Cancun. Worst customer service and corporate follow up imagineable The plane never got off the ground. After boarding, we were held onboard over 3 hours after we were otherwise ready to push back. This isn't clear violation to Swoop's tariff for international flights, which calls for taking passengers off the plane after 2 hours, and offering food and drink after 90 minutes. We were held on board over three hours and refused food and drink. This was after having the flight delayed for more than two hours earlier in the day because the crew needed rest. Ultimately, we are all pulled off the plane and had to wait another hour or so until somebody in Calgary decided whether or not to cancel the flight. Weather conditions ultimately led to the flight, and three other Swoop flights trying to leave Hamilton at the same time. Of course, none of us can control the weather, but an airline can control the customer service it offers its passengers. This is where Swoop failed so miserably. Swoop ground staff had no idea how to handle the situation in front of them effectively. They gave conflicting information. They behaved rudely. they clearly couldn't care less about the individuals involved and the impact it was having on them. Yes, people were upset, but their vacation plans had just been ruined. For the folks working at the airport, this is just their job. Provide customer service and do it well. Well, they didn't do that. on the plane, the flight crew advised us to contact swoops customer service department in Calgary. Of course, anybody who tried to do so immediately learned that Swift customer service in Calgary was closed. Since the cancellation, it has just been a continued serious of frustrations trying to contact and get any kind of satisfaction out of swoop. It might look like you're saving money when you see the Swoop price, but to my mind, it isn't worth the hassle. Don't let them ruin your vacation. I ended up flying on a different airline out of a different airport the morning following the Swoop disaster. Cost me a fortune since I live thousands of miles from Hamilton and had no way to get around easily. But it was worth knowing that I wouldn't have to put up with Swoop again.

Not Verified | Winnipeg to Edmonton. We have flown Swoop on two different occasions an both times have had a very good experience. Flights were on time maybe off 20 min one time but not a big deal . Customer service at check in was very good an quick as was boarding and on plane. The seats are leather instead of fabric which is much better /cleaner . No hidden fees all right there when you book online you choose if you wanna pay extras but don’t need to. Food an beverages for sale reasonable prices iand you can bring your own if you don’t want to purchase. We ended up sitting together without using the seat selection for the extra cost an could switch seats after take off if we chose as it wasn’t completely full . They also changed people around as it wasn’t full flight to balance out plane an gave everyone more room . All in all I rate swoop 9/10 very good experience.

✅ Trip Verified | My birthday weekend trip to Vegas with friends and we missed our flight by 30 minutes they were unaccommodating and would not budge to help us. Refusing to rebook us or refund us anything. We asked to speak with a manager or somebody at a higher level and that is not an option! Very disappointed as this was my birthday present and we were meeting friends in Vegas!

✅ Trip Verified | Cancun to Hamilton. The airline’s website has declined my credit card (that I was checked with my bank was on and running and has been used the same day to make payments) to pay for my baggage not while checking in online as well as at the airport desk. I was told nothing has been done and I need to lose my bag as no other payment can be accepted. I had to ask a stranger at the airport to pay for me with his credit card as leaving my backpack in the foreign country was not an option. The flight has been over 2 hours delayed.

Not Verified | We got an an amazing deal flying out of Las Vegas to Hamilton, Ontario. Dec 23- dec31st 2018. One of those too good to be true deals, so I was really worried it was going to be a terrible flight. Turns out I was wrong! Flight there and back were probably two of the smoothest and most pleasant flying experiences ever! And we have a 3 year old and I was 32 weeks pregnant. I suppose there is a bit of luck to any flying experience. But both flights were on time and we boarded really fast. On the way to Canada it was a very empty flight, so they let everyone rearrange themselves once initial boarding was done and most people got a row to themselves. This was great since it was a red eye. They loved my little girl and gave her all kinds of free food. On the way back we got into our seats and one seat had a ‘do not occupy’ sign on it. So once boarding was over they moved us and they ended up bumping us up to premium economy! We just brought a backpack each and checked one bag. If you pay for your check bag in advance it is cheaper. I believe if you check it at the airport it’s $70 and only $50 if you do it in advance online. Overall super pleased, would fly with them again.

Not Verified | Hamilton to Edmonton. I have to say I am none too impressed. The flight is cheap but the it all begins. 1 bag $45.20 then its another $45.20 for a carry on, then it $14.00/seat whether you want it or not. Extra after extra, all befor you get on the flight. By the time your done you could have booked with a normal airline for the same cost.

✅ Trip Verified | Abbotsford to Las Vegas. The prices is misleading , first they dont allow any Cabin bags and the ticket price doesnt include any Carry on bag and they charge too much for it ($70 for round trip 23K bag) , also they assign a middle seat only and if I need to change it to aisle or window seat I have to pay ($50 round trip ) even they dont allow you to change your seat at the check in counter even they have availability on the plane. It is the worst customer service and I will never fly with it again.

✅ Trip Verified | WestJet should be totally embarrassed about launching Swoop. I booked a flight and I needed to cancel it more than 24 hours before the flight time. I first tried to get hold of them and following the prompts I tried to sign in but apparently either my password or my email address was incorrect. After a couple of attempts I tried to reset my password. No reply. So I try again. I check my email again. No reply. I try a different email. I check my email again. Still no reply. So it's time to contact customer service. After about 20 minutes of trying to figure out their site and of course there's no email address and the phone number is not easily found. I see that they are not open at 5:30 p.m. on a Sunday. For the last couple of days I've been trying to contact them during business hours but of course they put me on hold for ridiculous periods of time. That seems to be their way of doing business. They take your money immediately no problem with that. Try to get some back and they just wear you down until you give up on it. They obviously don't want me as a customer so if they read this why don't you just give me some kind of a refund and I promise I will go away and never use you again. After all I tried Flair as well and they are very receptive even when I have a problem but it was more convenient for me to fly to Hamilton or so I thought. Big mistake using Swoop. Save yourself the frustration.

✅ Trip Verified | Edmonton to Hamilton. I am a resident of Ontario but working in Edmonton. I have flown with Swoop Airline 3 times now on October 5, December 7 and December 28 round trips from Edmonton to Hamilton, all flights departed on-time and landed on-time or little earlier. The cabin crews were excellent, courteous, helpful. The check-in was quick and done online, the staff at check-in counters and gates also very helpful and courteous, the Swoop Apps is very good to enjoy the entertainment on flight. The only negative point is the too much charging on the carry-on and checked baggage. The leg room in economy is okay and not very good. I will fly with Swoop for the domestic and US destinations and will recommend to the family and friends.

✅ Trip Verified | Edmonton to Winnipeg. What a joke! Was supposed to leave around 9am, then delayed to noon and then to 4:35 pm. Loaded us around 4:50 pm and after about 20 minutes of being loaded they announce another delay because they are waiting for a replacement crew member because of rest time needed by the previous crew member. They had all day to figure this out and now at 5:38 pm, the replacement finally showed up. But they did offer us a small glass of water while we waited. People wanted to switch to empty seats while waiting and stewardesses said that they could not because they empty seats had extra leg room and that costs more. I finally heard an apology for the delay over the p.a. While she laughed that we will be leaving real shortly. Flair was scheduled to fly at 5pm (not delayed) and they boarded before us and will probably be there before we take off. 5:50pm finally closed plane door.