Swoop

✅ Trip Verified | I am all for the low budget airline, and on board with no perks (no drink or food on flights, paying more for more desirable seating, paying for carry-ons) but I still would have expected decent customer service. I waited on hold for over an hour to discuss an issue I had that wasn't resolvable online (otherwise a $15 fee to call and talk to a person). I was informed of a Modifly program that they now have (probably because it is a terrible policy to not let people change their flights without losing all of their $). When I explained to the service agent, that had I known about the program I would have happily booked 14 days in advance and paid the extra $10 because I knew booking that my flight might change last minute, but that Swoop being a new airline, and this being a very different service than is typically available with airlines, and it not being advertized at all, I didn't know it was even an option. The service agent was very short and rude and basically told me to go write a bad review because there was nothing I could do about it. I honestly expected much better from an airline that is associated with WestJet.

✅ Trip Verified | Winnipeg to Hamilton. We flew Swoop both ways for our trip. Our trip to Hamilton Oct. 18th was 1/2 hour late leaving. The passenger count wasn't working for them but I think they realized a child over 2 wasn't sitting in their seat for this process. It was remedied and we were on our way! The price was excellent especially if you book your luggage at the SAME time as your flight. They tell you this while booking online. Snacks are available on board for a fee payable only with credit card. We didn't use this feature. Our trip home was great. Friendly staff both for check in and on the flight. For only $11 we chose seats with a little more leg room at time of booking. We will definitely fly SWOOP again!

Not Verified | Not Verified | Edmonton to Las Vegas. No customer service. Booked flight to Vegas April 2019. Checked charges on Credit Card. Charged for Insurance $89.00 I opted out of. Tried to reach by phone. 47 minutes. 11 minutes. 1 Hour. 30 minutes. Friday Nov 2. No answer. On hold the entire time. Still no answer. WestJet should be ashamed to attatch their name to this circus of unprofessionalism.

✅ Trip Verified | Winnipeg to Edmonton. This is an amazing airline, staff very friendly, airline was on time and very organized. This is a discount airline, plan ahead if you want snack, pack smart, bring a reusable water container. I do not have anything negative to say about Swoop, I will be a frequent flyer now.

✅ Trip Verified | Very bad experience I booked my mom’s flight from Edmonton to Abbotsford The staff was really rude. As my mom don’t know English so she was yelling at my mom coz of the luggage which was ok at the boarding but extra when she was just about to get in the plane. The staff forced her to pay extra $90 for that luggage otherwise she is going to miss her flight. Very frustrated I called the customer service no apology from them.

✅ Trip Verified | Worst airline ever. October 20, 2018 Winnipeg to Abbotsford I presented my PR ID (expired) and Mb health card and they didn't commented on it and let me in freely. Flight was delayed 6 hours due to foggy weather and washroom that need to be fixed. October 22, 2018 Flying back to Winnipeg from Abbotsford, I presented both my Id's and ticket and the staff told me I can't go in with my expired PR ID and I have my SIN # and Mb Health card for them them verify and those are the only ID's that I have and its the same documents that I presented on my flight going to Abbotsford with the same airlines (Swoop). They said its not their problem its not them who let me in and travel with expired PR. They are rude and they are not helpful at all. I run to get a fishing license as quick as I can. I was able to get a fishing license and arrived at the airport again 45mins before departure. The plane is still there we saw it. When I arrived at the checkin counter all swoop counter are cleared and they are all gone.

✅ Trip Verified | Edmonton to Winnipeg. We blew a tire on our rental on the way to airport.We told the woman at the front check in location we were in the airport before boarding was finished, we were helped and rushed through security we made it to the terminal at 749, 4 minutes after boarding still 11 minutes before flight departure. The attendant told me the door was already shut, and they would not let me and my family with a small child board. We are currently stuck in Edmonton looking for a ride home with an 8 year old - this is absolutely outrageous.

✅ Trip Verified | Hamilton to Edmonton. On my way from YHM to YEG, I had a personal bag, small enough to fit under the seat ahead of me. I was at the YHM airport and they gave me absolutely no issues with the bag size. And it did fit well perfectly under the seat with absolutely zero hazards. For my return flight, I had the same bag, same size as I did not add any additional products to the bag. The attendants were speaking to me with such degrading tone saying “if you can’t afford 90$, throw some stuff in the trash or leave your bag”. I never felt so embarrassed. I was forced to pay $90.40 as they gave me the ultimatum of missing my flight and being stuck in the airport or paying for the bag which would fit under the seat.

✅ Trip Verified | Scheduled flight from Abbotsford to Edmonton October 20 08:45 Email at 05:30 indicated a delay. Very foggy at airport. Apparently the aircraft flew back to Kelowna to wait out the fog. By 11:00 aircraft were beginning to land. Westjet, Flair etc. But not Swoop. P/A announcement from other airlines were courteous enough give updates on flight status but no a word from swoop. 5 hours later an announcement that the aircraft will arrive in 5 minutes! Almost 2 p.m. Now taxing. What a joke airline. Zero customer service. Stay away.

✅ Trip Verified | Edmonton to Abbotsford. This is the first time I've given a company 1, but when the agent recommends you book with a different company that speaks volumes about the company. Swoop did absolutely nothing but lie to us for our 6 hour delay for a flight that is only 1.5 hours long. We waited over 3 hours on the phone to speak with someone in regards to cancelling our flight. The service was horrible and they kept telling us there is nothing they can do and they are unable to help us. I get its a budget airline, I'm ok. Paying for every single thing but I'm not ok with being disregarded as a customer. Never will I fly with them again and I'm sorry to Westjet cause they were always so good to fly with but this will impact my decisions about westjet moving forward as well.