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 buy the WIFI"

(Canada)

Not Verified | Abbotsford to Hamilton. Everything as expected, until I tried to use the WiFi. First page shows 3 hour pass for $8.99. Next page it has risen to $21.99 for thew full flight. FAQs says the bandwidth comparable to speed we are use to. Maybe if I was using a dial up. I can barely do email. Forget trying to download anything. In fact $21.99 plus tax wasted except for this review that I get to write. Do not buy the WIFI it is a joke. Buy a DVD and watch that instead.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAbbotsford to Hamilton
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"shall never fly this airline again"

(Canada)

Trip Verified | Hamilton to Abbostford. A horrible airline experience, first of all they have terrible Internet service on the plane I try to get a refund for it and they were not honour that because apparently data was used which i think is ridiculous when I have screenshots of no connection to the service. Scondly they damaged the bag that I had which was checked in one of the wheels are broken and side of the bag was bust and they gave me $50 voucher for maximum damage. I am unfortunately flying then return but i shall never fly this airline again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamilton to Abbostford
Date FlownDecember 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
1/10

"So much miscommunication"

(Canada)

Trip Verified | Hamilton to Edmonton. Checked online before leaving home at 3:40 am for a 5:45 am flight -it stated the flight was on time. Got to Hamilton airport and found out there was a delay till 8:20AM , then till 2:00 pm then 3pm. The swoop supervisor at the airport said we would be reimbursed for $30.00 each for meals d/t the delay. As well, when we checked our one suitcase- I was told to call Swoop central support to have them reimburse me for a carry on bag that I accidentally paid for but did not bring. We finally landed in Edmonton at 5:45PM 9 hr delay. When we called "Swoop Central Support" which we waited on the telephone for 48 min before someone answered - we told the agent we had 2 things to discuss. Reimbursement for my error in paying for an extra carry on bag - we were advised by the Swoop employee who checked us in to call central support and they would reimburse us for that error)- we were told by Central Support that this was not possible- I accidentally paid for a carry on bag for both flights - I asked if he could just cancel that bag for the return flight (as we were not leaving for a day) He said he would not bcancel the charge for the return flight.($36.75) It was my fault for clicking that button and I agreed to the conditions so there was nothing he would do. I reminded him that the employee in Hamilton that checked us in told us to call this department and they would reimburse us as it was an accident. He said that the employees at the airport are contract workers and she was wrong to have told us that. After much discussion I asked to talk to a supervisor and he refused saying that Swoop does not transfer any calls to a manager/supervisor. He said if I had issues I could put a report into the Canadian Transportation Agency. During this same call we discussed the delay. The same employee started to explain that this delay was not due to Swoops fault- he said that it started on the Sat before the Tuesday flight with mechanical problems and a flight crew who had a ruptured ear drum etc, and that this is what put this flight behind. I asked him why they didn't change their computer check in status then because at 3:40 Tuesday AM the flight was still on time. I cut him off and I told him what the staff in Hamilton told us - it was delayed because the pilot came to work but was unable to fly and so they needed to find a pilot and fly him in and then the rest of the crew would be over there regulated time so they needed to fly them in. He stopped fighting with me then but then said that the $30.00 person coverage for food d/t the delay was only $10.00 per person. Once again I told him we had been told by Swoop staff in Hamilton that it was $30.00 person. He said they made a mistake at the airport for telling us this. So much miscommunication between airport staff and central support - awful customer service at Central support. It was uncalled for and not what you would expect from a new airline who is trying to get their wings wet. I hope a supervisor will read this review and contact me to discuss So much more to say not enough room Is it really true that you cannot talk to a supervisor at Swoop at "central support" ? If so, that will not help its Public Relations problem they already seem to have nor will it help it when you have arrogant staff answering phones.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamilton to Edmonton
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"thought I was missing my flight"

(Canada)

Trip Verified | Edmonton to Abbotsford. The airline attendants made me run to my gate because they announced that the flight was all boarded and ready to go. I was so upset that I thought I was missing my flight even though I had 20 mins plus to get to my gate. Not good ways to get an aircraft boarded earlier. When I asked about the situation, the lady was very rude and just commented they wanted to get the flight loaded early. By scaring people into thinking they have missed their flight. I was running down the airport with another couple who thought the same. Not impressed with the staff (who were the ones announcing this) at the counter who were rude and didn’t care one bit.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdmonton to Abbotsford
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Not worth the slight savings"

(Canada)

Trip Verified | Edmonton to Las Vegas. Not worth the slight savings. All additional costs plus hassle at check in counter over what is a personal carry on item is too frustrating to do this again. One and done for me and the family with this airline.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Las Vegas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"not worth the hassle and inconvenience"

(Canada)

Trip Verified | Swoop has terrible customer service. I was on hold for one hour and 16 minutes at which time I was told that nobody can help me. Very inflexible on any kind of change period, previous flight was delayed without any reason given. Will never use them again not worth the hassle and inconvenience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWinnipeg to Hamilton
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"found the trip to be seamless"

(Canada)

Trip Verified | Hamilton to Las Vegas. Such mixed reviews online about Swoop I didn't know what to expect. Travellers: Me, my husband and our 3 year old. Bags: Personal item each plus a car seat and a stroller. I found the trip to be seamless. I checked in online but still went to the counter as we originally had our infant on the reservation but decided to leave him at home with Grandma. The check in attendant called the hotline and removed him from the reservation and even refunded me the tax associated with the infant. I was given 2 gate check tags for my car seat and stroller. Personal items were not measured or weighed but we clearly small. If they had wanted me to stuff it into the sizer, I would have had to finagle the backpack and bag in, but it would have fit. Priority boarding for those with small children, that was us. Also smooth. Once on the plane, you could put your jacket and bags in the overhead if you wanted. I brought my own snacks and water but we did buy stuff too. Credit only. There aren't a lot of food options but otherwise, prices are decent especially compared to airport prices to begin with. Online movies worked. Free (for a short while I think). You can also pay for internet. Deplaning was easy and my stroller and car seat were at the gate waiting. On the return, they let me check the car seat at the counter versus taking it to the gate. She put a fragile tag on it but it still came out with the rest of the car so that needs to be inspected, my car seat was folded and in a bag versus an 'open' car seat that was obviously a car seat. Seats are tight. I'm 5'7" and had just a few inches of leg room. Enough though for me. Full tray for eating and plug in available for every seat which is great. I'd fly on this airline again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Las Vegas
Date FlownDecember 2018
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

"Seemed to get the run around"

(Canada)

Trip Verified | Never again. Flight delay reason not given fully. Seemed to get the run around. Niw reading about issues in Halifax that same weekend I'm starting to think everyone was given some sort of run around. Two mechanical issues in Halifax and one in Orlando? Orlando issue is what affected our delay from Tampa to Hamilton. We were told it was a delay in Hamilton and not anything said about Orlando passengers now taking our flight because of their mechanical issues. Things didn't add up and still don't. Now I'm thinking everything is connected somehow. Never ever again with Swoop.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTampa to Hamilton
Date FlownDecember 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
9/10

"fly again with them happily"

(Canada)

Trip Verified | Abbotsford to Hamilton. Service overall was very good. I did have to call in to make a change to my ticket but they were very helpful. The call centre wait time was a bit long at about 40 minutes but the person was very apologetic for the wait and helpful once connected. The flight itself was excellent, there were free movies on board through the Swoop app. You have to buy everything on board including water but what do you expect on a ULCC? The planes were nice and modern. I would fly again with them happily.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAbbotsford to Hamilton
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"not be flying Swoop again"

(Canada)

Trip Verified | Hamilton to Las Vegas. Has anyone taken Swoop recently without delays? I was told about this low fare new airline service out of Hamilton, Ontario. I am so disappointed right now as I sit at the airport waiting to board since 8am, it is 10:10 pm still not boarded at. I get the fact that you have technical issues or even personal issues but this is unbelievable experience. I am sitting with my Dad who will be 86 on Dec 8th and my Mom who is 82. This birthday trip has not been a good start. I feel so bad for my parents right now. I feel like I was too cheap to buy Air Canada. We were suppose to be on board and departing at 10 am. So we arrived at 8 am from London, Ontario. It was delayed to 8:15 pm, 9:50 pm and now 10:50 pm. I have flown in many occasions but this is the worst experience ever! I will not be flying with Swoop ever again! This is not good. Their lack of communicate is so bad.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHamilton to Las Vegas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no