Swoop Reviews 109

Never seen such an airline. Flew to Hamilton from Las Vegas last night. My checked bag has gone missing. No one contacts me. I have all my clothes for my trip and medication in the bag. I am appalled that no one is helping me. Never ever check a bag in with them

When making a change to your flight make sure you read the fine print they charge a ridiculous amount of $100-150 for a simple day change even pre-flight. Or make sure you buy Modiflight, which was not an option as I had used a 3rd party. I would never use this airline again, cheap for a reason.

Swoop is by far the worst airline I have flown with. Airports treat them with least priority. Your bags will be late over carousel and they will prioritize other airlines over swoop even though you arrived 1 hour before them. It just doesn't make sense. Don't fly with swoop. It wasted alot of my time and so as 200 other passengers. When we pay the airlines we expect a good service and convenience.

If you decide to fly Swoop, make sure you don't forget anything on the plane. This can easily happen if you have kids flying with you. If you forget something, be sure you will never get it back. They just will not care to look seriously into the matter. I travelled on Swoop with my family, 4 adults and 2 children last April, from Hamilton Ontario to Cancun Mexico. My 7 yr old grandson forgot his $450 Nintendo switch on the plane when we landed in Cancun. We spent the first 3 days of our trip trying to reach customer service, lost and found, or just anyone from Swoop to report the incident, but with no luck. We wrote several messages, email, reports on their web page. Whenever someone would answer it was to tell us that we should contact a different department, or to answer again and again their questions about reservation code, name, etc. We even told them exactly the row we were seated at and the seat number under which the Nintendo was left. The last response we got from them last week, was that it is not in their inventory of found items, and to check with the local airport if by chance we left it behind in the boarding area (in spite of our repeated confirmation that it was left on the plane, flight no. 600, under seat 28F, on April 26, upon arrival to Cancun), and wishing us the best of luck in our search.
Needless to say that our trip was ruined because our 2 grand children were really upset, and because of the time spent on the phone and sending messages.
I know it's our mistake if we leave something behind on the plane, but I would expect more cooperation on their part, a quicker response, easier communication, some kind of investigation since they have all the information needed.

I feel disgusted to share my recent encounter with Swoop airlines. Unfortunately, the airline's disgraceful and scam practices and unhelpful customer support ruined any benefits of their affordable ticket prices entirely. I urge potential travelers to avoid this Airline ( Swoop ), as my experience suggests a lack of transparency and a disregard for customer satisfaction.

Bottomline we were scammed by Swoop halfway through our vacation.
My family and I had booked flights from Toronto to Punta Cana, departing on June 10th and returning on June 25th. However, only three days into our trip, I received an email notifying me of a change in my return ticket to June 17th, accompanied by an unexpected charge of $452 CAD. This sudden alteration and additional fee were both shocking and unwelcome.

What aggravated the situation further was the lack of accessible communication channels with Swoop. Their customer support offered no direct phone line, leaving me with no choice but to navigate through their automated bot, Donna, for hours on end. Finally, I managed to connect with a human representative via Facebook Messenger, only to be met with rudeness and a robotic demeanor.

Regrettably, despite my efforts to address the issue, the Swoop customer support team failed to provide any satisfactory solutions. Their suggested resolution was to pay an additional $450 to revert the return date back to June 25th. This lack of accountability and refusal to rectify the problem only added to my disbelief that an airline in Canada could conduct business in such an unethical manner.

In conclusion, my experience with Swoop airline was extremely disappointing, with their practices falling far below the standard of professionalism and customer care expected from a reputable carrier. I caution fellow travelers to carefully consider the potential risks before booking with Swoop, as their dishonest and fraudulent practices and None-existed customer support may lead to significant inconveniences and financial burdens.

Finally rating my terrible flight experience last year in July on the 11th with planned departure from Las Vegas to Toronto.

Flight cancellation received by email at 10.35am on 11th July 2022. Reason of cancellation : Operational Issues.

Flight has been previously postponed to 5pm at 5.52am Las Vegas local time. On 27th April 2022, flight was also delayed by 20mins.

Having missed the email of 10.35am for flight cancellation, we headed up to Las Vegas airport where we met a couple that was waiting for more than 2 hours the Swoop representative. It was around 4pm. The representative finally showed up and helped the couple. Then she confirmed to us the flight was cancelled and the next flight would be 2 days later. As the Swoop flight representative was leaving at 5pm, we were asked if we wanted to be booked on the next flight 2 days later and if we needed a voucher for meals and a hotel room which we refused as we had to be in Toronto the next day to catch a flight to London Gatwick.

In the meantime, we tried to see if we could be booked on a flight to Toronto with West Jet which owns Swoop but we were told by West Jet staff we should pay for the flight and seek compensation later. This was quite strange since with the cancellation for the Swoop flight, we got a further email saying we could book with West jet directly. The email had a link to do this process but this link was not working.

Since this was not possible to reach out to the Swoop representative who disappeared and was unreachable through the airport landline at Las Vegas airport, we opted for the cheapest flight option possible being : flight to Buffalo (NY) with a stop to Chicago (United Airlines) and then a bus to Toronto (there was a flight with West Jet leaving shortly after 5pm so we would have needed to decide very quickly but this was twice the price as United Airline flight we rebooked). At no moment in time we have received Swoop's confirmation that flight bought with West Jet would be refunded. We also tried to contact Swoop through their chat service on the app, from the airport phone of Las Vegas and also calling their customer service or even later at Chicago airport but this has been without success each single time.

At the end we had to spend $623.20 for the new flights, $ 84.98 for the bus to reach Toronto.
We have also lost a night at the hotel nearby the airport in Toronto.

We asked Swoop to refund us the new flights and the bus ticket ($708.18), as well as the night we lost in Toronto (CAD 133.93). Swoop only refunded us the flights and we got $125 each (my partner and I) for compensation after raising the case with he U.S. Department of Transportation (DOT).

Swoop caused us tremendous stress and were appalling in terms of customer service and later when we tried to explain the issue and get compensation. They never recognized their support was inexistant and also never clearly mentioned a flight booked with West Jet would be fully compensated later.

Avoid, avoid, avoid, you will pay a little more but you will be issue free. Never again with Swoop and unfortunately also quite disappointed with West Jet so would think twice to book a flight with West Jet as well.

Gui

Employees were very sketchy when we were checking in. Saying there was a problem and they had to call customer service. 20 mins to half hour later we got are boarding passes. Went through security and was sitting waiting for are flight. 20 mins before boarding they call us up and say I'm denied boarding due to the American embassy and no other explanation. No paper no reason other than you can't board the plane. So my wife went on her own. Needless to say they gave me the wrong suitcase back and now she is in Vegas with next to nothing for belongings.

Avoid at all costs! The customer service is absolutely terrible. Companies like swoop are the reason travel has become so stressful.
They lie and scam.

I was midway through my flight when they had mechanical issues on board and returned to the original airport. They had absolutely no other flight options to get my to my destination within the next 72 hours. You can't call a d speak to anyone and we were told at the airport to just go home by Swoop employees.
We were told we got flight and hotel coverage with emails to prove and now swoop won't reimburse. They also couldn't do anything about my return flight that was impossible to take because they never got me to my destination.

Have never had such a bad experience with an airline.

We flew to Cabo in February on Swoop. The flight departing Abbotsford went well. The vacation was amazing. The nightmare only started when we went to the airport to catch our returning flight. 11 pm the night before our flight departed we got an email stating that the flight was delayed due to “crew resources”. It was due to snow in Vancouver the evening we landed. It wasn’t till we got to the airport and stood in line with a bunch of other confused travellers wondering what was going on. The ticket agents seemed to be just as confused. They then cancelled the flight for “crew resources”. Many of us then started googling swoop to try and get in touch with someone, with absolutely no luck. No other option than to get your money back. Which, by the way, doesn’t come CLOSE to covering a one way flight out of Cabo.
It wasn’t until about 2 hours after the first cancellation notice they sent out when another one was sent. It now stated that they made an error and the flight was cancelled for “weather”, which by the way, hadn’t started to get bad in Vancouver.
I followed their instructions and attempted to get in touch with them through Facebook messenger for assistance. They got back to us on Wednesday. I reached out on the Sunday morning after they cancelled our flight. They essentially told us to pound sand.
We had booked another flight out with Flair. That flight then cancelled that evening. Truly for an event out of their control. They called in busses and took the guests to a hotel and rebooked us all on the next flight out. Again, the cancellation was due to a medical emergency, and Flair took care of their guests when they didn’t have to. Just for that experience (and for the fact that FLAIR ANSWERS THEIR PHONES) I would fly Flair over Swoop any day of the week.

SWOOP IS POOP. Their customer service is non existent and they didn’t even communicate with gate agents as to what was going on. They essentially abandoned a plane full of travellers in a foreign country and didn’t give two figs. No recourse, no option to rebook on a later flight and not one helpful person to speak to. Each one of those passengers had to rebook flights at an additional expense (again, think FULL AIRFARE COST to book a one way ticket out of Mexico). Many of those flying were families with children.
You’re better off flying ANY airline other than Swoop. That was simply put, THE WORST travel experience I’ve had in my entire life. Never again will Swoop EVER see a penny from me.
They need to close down and go out of business. THE WORST

The company can improve by ensuring that want you are paying for is what you are getting. I paid for checked bags - got to the airport and had to pay again since they said I paid for extra carry-on which I did not have. Your web site it sneaky and shows info then it disappears
No confirmation other than flights. If I had received a confirmation that I paid for extra carry-on I could have caught it immediately. So I complain and the answer is that was a long time ago - too bad -and so sad.
So you nailed me for a couple of hundred US and that is one angle I have never encountered before - and I fly a fair amount. Like everything -buyer beware.

It will be two weeks tomorrow when we arrived back from Toronto to Halifax on a direct flight.
We were the only customers that did not receive their checked bag.
We filled out the form with the Swoop rep, who said we would have our bag delivered in two days.
After four or five days I did some research as to who handles Swoop baggage on the ground in Halifax and spoke to a manager there. She go back to me the next day and said they found the bag...still in Toronto, and have send an email to have the bag rushed to Halifax for pickup or delivery.
Fast forward to a week later, following multiple online submissions on the 'delayed' bag, with no response, and we are left in the dark!
No one to speak to, no one to hold accountable.
This airline should be shut down!!!

If I could give negative stars I would. This company is so sneaky, disrespectful, and unethical. I will NEVER BOOK WITH THEM AGAIN.

They are SO SNEAKY!!!

We are traveling as a family, two adults with 14yr old and 9yr old children.

They want you to pay extra for choosing your seats and here’s what they do do squeeze the money out of you:

They automatically assigned seating for mom and 9 year old together, and then make sure there are no seats available for paid selection near them for Dad and 14 year old.

Then they ‘randomly’ place Dad and 14yr old daughter in seats far away from each other and far away from mom and 9yr old.

Then they ask if you want to pay extra for select seating.

In other words, Swoop has an algorithm that tries to force you to pay for seat selection of all seats, and won’t allow you to select seats together at checkin.

F*@k them.

I’m accepting the far flung seats just because I don’t want these thieves to have one cent of extra cash.

Next time we will fly with someone else.

They changed my return flight time home from Toronto by over 12 hours which isn’t possible for me. The email they sent said I could accept, change or cancel (for a full refund as per the email) as flight isn’t until May 3/23. I chose CANCEL but the original CC was compromised and it’s been reissued…so thus, no refund. No option to call anyone…..just their Digital Agent, Donna who only give you “prompts”! I tried to explain the issue but DONNA is a digital agent and only has a certain script! NEVER, would I recommend SWOOP! I have never been this frustrated with travel.

Worst airline ever .Flights been delayed without notice. Pls do yourself a favor and do NOT book with them

This is the second time this year Swoop has caused flight cancellations disrupting important family events. It is impossible to contact Swoop to speak to a representative. My daughter bought a Swoop ticket from Toronto to Victoria for a reasonable price. She was flying out for our family reunion and her sisters milestone 50th birthday and was coming 4 days early to help us with all the plans. The day before she was to leave, Swoop cancelled, "Due to Unscheduled Maintenance", without the courtesy of a 24 hour notice. (Swoop sent a second email stating the reason for the cancellation was incorrect and then gave a second reason for the cancellation!) The flights Swoop offered to re-book were all a minimum of 91/2 hours as opposed to her original 5 hour direct flight. Swoop said she would also have to pay the fare difference at this very late notice. The only flight she could get to Victoria to make it on time for the family reunion, arrived late afternoon, on the day of the family gathering. She arrived here at 2:30 pm. As a result we had to scramble to do all the event planning which our daughter was going to take care of.
My husband just had a knee replacement and I am working in my older years so this is a huge inconvenience and disruption for all of us.
After the stress and disappointment, if you can imagine this, there was a second cancellation at 4pm Saturday. She was to leave at 8:00am the next morning with no possibility to re-book. In order to get to Victoria on Sunday, the day of the family celebration, she had to book a one way ticket with Air Canada and Lynx Air from Toronto to Victoria with a 2 1/2 hour stop over in Calgary for $800. The original Swoop flight was listed at $120.
My daughter investigated her cancelled flight and discovered the Swoop flight was not cancelled but was "fully booked" (see screen shot). We believe that Swoop bumped her lower fare ticket in order to accommodate later higher priced tickets.
This poor treatment has happened to many people.
We've spoken to a large number of friends about Swoop's unprofessional business practices and now both a friend and another family member have just decided to cancel their Swoop tickets because they are afraid their plans will be ruined too.
We believe that Swoop should do the right thing, the ethical thing and reimburse our daughter for her original Swoop one way ticket and her Air Canada one way $800 flight plus all the added costs for lost work, party preparation, food, taxis, animal care, and other inconveniences which could have been avoided if Swoop had valued their customers.
As I said in my previous Swoop complaint on Facebook "If I had treated my customers like this I would have been out of business years ago".
I recently read in the news that a man in BC is suing Westjet for $34,000 for a 29 hour flight delay!
Please contact us if anyone else has had negative experiences with Swoop Airline (owned by WestJet).
A horrible ordeal!
Swoop can call me to discuss this at 1.250.479.8036

In 28 of February, I and my wife and my little son went to Toronto Pearson airport to get flight of WO0640 swoop airline to have vacation 4 days to Cancun Mexico. First they told us your flight has 4 hours delay but They changed it to five hours delay, the thing is almost all other flights were on time and only this flight had such a long delay? and finally after six hours delay (in total nine hours staying in the airport and crying my baby, finally we went to airplane to go to Cancun. But the nightmare started when we wanted to turn back to Toronto. Our flight time was for 10:10 PM (4th of march flight # WO0679 ) a few hours before flight time, I received an email from Red Tag company that your flight is cancelled and is changed to 4:45 AM then a few hours after that I received a second email directly from Swoop airline that your flight is cancelled and changed to 2:15 AM. So around 12 o’clock in the midnight we went there, but there was no agent or front desk agent of swoop airline and not even anybody to answer our questions. Finally a airport security who helped us told me your flight has 25 hours delay and you should go and turn back tomorrow night at 11 PM… we got a taxi to find a hotel for us but all the hotels are full, after finding no hotel he was driving and taking us to a very dangerous looking place in the middle of a jungle but I asked the driver turn back to the middle of the city. He dropped off us. with our luggages and our backpacks and three years old baby crying all the time in the middle of the city . We were searching for a hotel with all of our packages up to 7 AM . finally around 7:30 we could find a hotel . From other hand at 10 o’clock in the morning of Toronto time I had 27 students because my business is teaching art in only Sunday and Monday . So I lost a big part of my income in that day. The comedy part of this nightmare Was the compensation of Swoop airline, when we wanted to turn back to Canada at 11 PM (5th of march flight # WO0679 ) they gave us a $20 meal coupon only .
*** I and all of my family will never ever, and in any situation will travel with this airline in the future. Worst experience, round-trip.

WORST AIRLINE EVER SAVE YOUR MONEY!!! daughter was due to come home on Dec 19/ 22 had to cancel on the 15th due to a death, called in to Swoop they said they couldn't refund , would only refund one way but if we bought extra cancellation insurance for an extra $383.23 they would give us a full refund , they said it would take up to 45 days to see the credit back on our card and today is MARCH 9 /23 84 days later and we are still fighting with them so now we are out the flight plus the extra $383.23 that they SCAMMED off of us, NO customer service help at all!! ,they pass us on to the number that sold us the extra insurance and half the time they never answer, we have to use different phones so someone will answer.

Worst airline experience ever!
Long delays with no reason or communication - massive time waster.
$2500 in lost luggage.
3 formal written complaint letters - zero response.
Very uncomfortable seats - my knees still hurt.
Shame on Swoop, shame on Westjet.
I'd rather swim to Cuba than trust Swoop for anything.

Every flight I've booked for myself or my family has been canceled the night before or day of. Never again.