Swoop

✅ Trip Verified | Edmonton to Phoenix booking cancelled. Their $100 refund charge seemed reasonable to me, but when I also purchased the ModiFLY option, I thought I was buying some protection for changes. Turns out that any additional fees you pay, if you cancel, are NOT refundable, you pay for the $100 and ModifLY charges, and any other add-ons. Also, the $100 is not just per booking, but per flight per person. My first experience with Swoop is that they would not reason, they will not budge on what they feel is policy, and they will take your money and run. I was charged $241.96 for what I thought would be a $100 cancellation fee. This was my first experience with them. I had bought the Modifly option, and they did not acknowledge it, or offer a solution to rebook or reschedule. On their main website, there is no link to sign into your account! You have to find your booking confirmation number, and use that in order to get to a webpage where you can sign in. Then, that's where I discovered that I was being charged, not $100, but $241.96. If you feel you can take the risk, then I hope it works out for you. This seemed extremely unbelievable. I feel like I was robbed.

✅ Trip Verified | Hamilton to Halifax. Flew Swoop for the first time, round trip Hamilton to Halifax. Check in and luggage check in were the smallest lines of both airports, and all the staff and crew were very friendly. Both flights were on time (within 20 min) and flight was smooth and comfortable. Just make sure you read all the rules (regarding carry ons and getting there early enough) and you’ll be fine. My only complaint would be that the Swoop app is a little buggy if you wish to check in using the app.

✅ Trip Verified | Hamilton to Winnipeg. Airfare is cheap. Everything needs to paid of course. Flight crew are nice except for the ground crews who are not accomodating and courteous. Not fit to be in that position.

Not Verified | Abbotsford to Hamilton. Pretty awful customer service. I've flown these economy airlines before (like Spirit) and you do get what you pay for. However, I've never seen such a lack of organization, and lack of care. After specifically having a conversation at the check-in counter in Abbotsford, BC about me checking in early for my flight to Hamilton, the attendant seemed very confused. She was instructed by another agent to highlight my bag tag and speak to baggage crew to ensure it did not get put on an earlier flight. Instead, there was a black marker scribble on it when I found it. Luckily my travel partner, who took an earlier flight to Winnipeg, spotted my bag on the baggage carousel when he arrived there. He retrieved it for me and brought it to the attendant there. I spoke to her over the phone and chose the fastest option to get my bag back: It would be on the earliest flight into Hamilton the next day with a rushed/flagged order on it and I would be contacted when it arrived. I opted not to get it shipped to my home in Hamilton based on the lack of competence thus far. I also confirmed with an agent at the Abbotsford airport that I would definitely receive a phone call right when my bag arrived. I was assured this was the case. I received no call at all the next day, and when I tried to call Swoop, waited on hold for 30 minutes without anyone answering the phone. Their phone hours then ended at 4:30 PM on Saturday, so I was unable to even get through to be on hold, and they were closed on Sunday. After speaking to security at the Hamilton airport, I decided to just drive out there at 10 PM that night, since a Swoop flight was arriving. There were no Swoop agents at the front desk. Security directed me to an agent, and I found my bag sitting in the back room with two agents, not locked, and still no phone call to inform me. This Swoop agent also seemed confused, saying she thought this bag was getting shipped off to Edmonton. Thank goodness I went to take matters into my own hands. I'm not sure anyone would have ever called me. Moral of the story: Cheap flights. Lots of promises with no action. Do not check bags with them (which you pay for). Will not answer phone calls (and if they do, they try to charge you a $15 "service fee").

✅ Trip Verified | Edmonton to Hamilton. Swoop surpassed my expectations. I was prepared with water and snacks as I didn't want to purchase these things on board. I am 6 feet tall, and was expecting the legroom to be lacking, but I was comfortable! I did not upgrade seats. There were a couple of inches between my knees and the seat in front of me. The under-seat space for my personal item was ample. I brought a very large purse and a small backpack for my daughter, both fit with room to spare. The seats were comfortable and roomy. I also noticed that my seat didn't recline, and I don't think it was because it was broken. I didn't see anyone reclining their seats, so I believe this feature was not built into these seats. And I actually prefer it that way, as travelling with young children, they are on your lap and moving quite a bit, and reclining seats take up valuable space. The biggest issue that came up involved our car seat. We checked it in oversized luggage in Edmonton, and it did not make it on to our plane. There was another family in the same situation when we arrived in Hamilton. Swoop offered us replacements for the missing car seat, and boosters for the other family. On the spot, we were issued new in-the-box seats and a follow-up and return of our missing equipment was promised. This situation went from panic, (as it is illegal and unsafe to transport a young child without a car seat, so we were effectively stranded) to a reasonable and fair solution. We were held up for a few minutes while the airline staff wrote out our forms and organized things, but I give Swoop big credit for stepping up and fixing things since, as I mentioned, this was not their fault. I would fly Swoop again. The key to enjoying this airline is knowing your baggage limitations, and being prepared for the no-frills service.

✅ Trip Verified | Edmonton to Abbotsford. I am a pregnant 26 year old with a back injury due to a car accident and decided to try and fly with Swoop last week to go visit friends and family. They assured and reassured me over the phone that after I arrived in Edmonton, AB from a different airline they would have someone from their airline to pick me up at my gate with a wheelchair, take me to baggage and back up to the Swoop counter in time to catch my flight. When my plane landed there was no one there to pick me up so the other airline had to deliver me to baggage and then had an information agent take me up to the Swoop counter, where there was no one available to check in my bag. So due to all the misled information I received over the phone by Swoop I ended up missing my flight and was left stranded at the Edmonton airport alone overnight and now the company refuses to take responsibility or honour any type of remuneration to rectify the situation. Don’t fly Swoop unless you want to receive the worst customer service you’ve ever experienced.

✅ Trip Verified | Edmonton to Abbotsford. Terrible service. They wanted to charge for my carryon when it states I am permitted one carryon. But attendant demanded I pay $82. I would not recommend it.

✅ Trip Verified | Edmonton to Abbotsford. I booked my flight the evening before my afternoon departure the following day. After booking my flight online I started to search the website for the contact number so that I could call in to add my pet to the itinerary. During that search I came across the section that outlined that this airline did not accommodate pets for travel. I couldn’t call the airline immediately because their call center was already closed and they do not have a 24 hour line of communication. I called the following day and explained my situation only for the employee to tell me that the airline will not issue me any kind of credit or refund because I am changing my flight within 24 hours of booking it and that is their “policy”. Mind you I paid almost $300.00 for the one way flight. The employee didn’t offer me any other options nor did she sound sympathetic in the slightest way.

Not Verified | Hamilton to Abbotsford. Had a fantastic experience with Swoop airlines with my family travelling from Ontario to BC. The airplane was new, flight attendants were pleasant and helpful and departure and arrival were on time. Yes you need to pay for your carry on luggage which is comparibly priced to other leading airlines in Canada as long as you buy in advance. I travelled with my three young children aged 7, 5, and 2. Both the flight attendants made sure to introduce themselves prior to the flight and check in frequently to make sure the kids were comfortable throughout the flight. I think people need to be a bit more understanding of a few things: 1. This is a new airline, there are going to be bumps in the road and if you are getting a great price you need to be cognizant of that. 2. There are going to be minor delays and inconvenience, and this happens with all airlines I never experienced any of these problems and was very pleased with my first flight with Swoop airline!

✅ Trip Verified | Hamilton to Winnipeg. This budget airline is a great option for anyone looking to save money with no-frills flying. I was hesitant to use it, since a lot of the reviews were quite horrible, but after my experience I don't understand where these other people are coming from. First of all, I had no issues getting on board, if you follow the times and rules you will have no issues, as with any other airline. If they say you must check in by a certain time and you don't, and you cannot get on because of that, that is your fault not a problem with the airline. My first flight was delayed by an hour, which wasn't great but these things happen, and we were politely kept informed through everything. They let us know as soon as the delay happened, through the app and through the announcement in the terminal. They updated us when maintenance crew was on their way, when they arrived, when they were completed, and when we could start boarding. It honestly was more information than I would have expected from any airline. I did not pay for extra legroom seating and still found the space adequate, mind you I am not a large or tall person. The space is less than you get from non-discount airlines but not as significant of a difference as I was expecting from the comments. There were people behind me with extra legroom and they commented how good it was, so I believe if you are worried that would be a good option for you. You'd likely still save money even after the extra costs. The seats were not comfortable but not much less than an average flight, I would struggle on a long-haul flight in them (mine was a 2 hour flight) as with any long-haul flight, but for short distances it was fine and again, I think the difference in comfort wasn't much compared to the difference in price. The flight attendants and pilot were some of the friendliest I have experienced from any airline and were incredibly helpful and entertaining, this part especially made the flight seem less budget-oriented. They do nickle-and-dime you for everything, and I paid $30 each way for carry-on luggage, so if you are pricing airlines be sure to account for any of these extra charges you may want added on when you are comparing prices. You also have to pay per hour ($6.49/hour) for the in flight wifi which I didn't know going in, so I just skipped using, but the people beside me connected and streamed movies on their phone without issues. All that being said, I paid less than half of what I would with any other airline. The flight cost was just over $300 there and back and usually the trip would have cost me over $700. This made it so I could actually afford to go see family, so I am very grateful to Swoop for providing this service! If you are truly a traveller on a budget this is a great option! I had zero issues and you likely will too. If you are looking for all the above and beyond comforts, you shouldn't be looking at discount airlines anyways. Of course they charge for every extra, but that means you only pay for what YOU want, it's more like a custom built flight experience. Save money on getting there and have more money for fun at your destination! I will definitely consider flying with Swoop again.