Swoop Reviews 109

My experience with Swoop was awful...just like everyone else. The only good part was that the experience at the airport as well as the flight went smoothly. However everything leading up to the actual flight was awful. They changed the flight 4 different times and the experience with "customer service" was a nightmare. There is NOONE to talk to and the facebook communication and email is ALL bots and automated responses. Help was non-existent. I do not recommend this company in the least and not sure why they even are in business.

Change our flight 3x in a week and made pay for seats 3x without reimbursement. I wrote an email asking for a refund for the seats I already paid for and didn't get, and they said they gave enough notice of the flight change and were entitled to the money. Also changed the flight last min with NO notification! Not worth spending your money here

The worst airline I have ever dealt with. Never answer your calls or emails and didn’t tell me that my flight was changed so I missed it and had to book an even more expensive flight with another airline. I will never recommend them to anyone, nor will I ever speak to another rude customer service worker. Screw you guys honestly.

We arrived at Sanford fl airport for our return flight to Hamilton Ontario , We got caught in bad traffic, We arrived an hour before take off , The swoop desk was closed we could not find anyone to help us , We asked the information desk they called and asked a rep from Swoop to met us downstairs we waited an hour no one came , We we’re left stranded at the airport , We had to take an uber to Orlando international and try to get in a flight , We got one to Buffalo $1000 later , We have been travelling since 8 am it is now 9.21 pm at night , We still have a 2 and half hour drive home , Never again Swoop you lost our business, 🥵

I did not know that Swoop offered a military/veteran benefit for baggage but was told by the worker at the airport to call Swoop. I called them and simply reached a recording telling me to reach out to Swoop via Facebook.

The Messenger bot led me through possibilities of my issue which included accidentally paying for bags but being in the military. Upon selecting this, the bot gave me a form to fill out and told me to wait for an agent to reach out. Three days later, I received this: "Hello, thank you for reaching out to us, and our sincere apologies for the delayed response. Do you still require assistance? If so, can you please elaborate on what assistance you are looking for?~RH". As if they had attempted to help at all. I explained my situation and received this: "Want to see what baggage selections you've added to your booking? Click below to manage your bookings or add selections. ⬇️" In other words, it was a bot again. After a few more tries and realizing I would be in an endless loop with bots and pretend agents, none which cared, I knew I wouldn't get the help I needed.

If you're absolutely certain of everything you need and have your details all planned out, Swoop is great and cheap where it's available. But God help you if you actually need help from these people, because there will be no people to help you.

BAR NONE WORST AIRLINE IN CANADIAN HISTORY. YOU BOOK YOUR FLIGHT, THEN WILL GET ONE OR PERHAPS MULTIPLE TIME AND OR DATE CHANGES TO YOUR FLIGHT. YOU CALL TO ASK FOR REFUND BECAUSE THE DAY THEY CHOSE FOR YOU DOESNT WORK. THEY WILL REFUSE TO REFUND YOU REGARDLESS IF IT IS WEEKS BEFORE YOU FLY. COMPLETE THIEVES!

Save your money and time and just book with someone else! They always keep rescheduling and cancelling flights. Customer service is pretty much non-existent. Call the number and it just says to message them online. Then you have to go through a bot, and their contact form doesn't even open up majority of the time. Couldn't get ahold of anyone for over a week!! Ruined our vacation because they cancelled all their flights for several days straight, leading us to cancel, and now we can't even make it to a family wedding! I would give them -5 if I could.
Would never recommend them to anyone!!

If you are smart you will not book anything with this company, they will cancel your flight “ due to maintenance” so they have an out
not to compensate you. We had a family trip planned from( round trip )Hamilton to Halifax.
In July 2022 I needed to get a hold of swoop to change part of our trip I waited 4 hours on hold got a customer service rep went through the changes so we thought, got to the airport nothing was changed what a waste of time!
They cancelled our daughters flight home due to maintenance, email came through that it was cancelled less than 24 hours before she was to fly, it was a Monday she was to fly, their option was maybe they will be flying out on Thursday, try West Jet well that was a joke too! here she is stranded in Halifax with a 5 year old and 2 year old, we were able to secure a flight to Toronto through Porter, according to Porter this has been happening to swoop customers on a regular basis. We have yet to be contacted by swoop, see a refund of our money for a flight that never happened. They are thief’s, we have filed a request for compensation but nothing. They don’t care how upsetting and how much they have inconvenienced you as long as they Swoop in and steal your money for nothing
If their planes are constantly being pulled for maintenance it sounds like they would be unsafe to fly with, so take it from our family the cheap flights they offer are not worth the stress they cause. Just beware they take your money and when you don’t fly because of maintenance you loose that money there are no refunds or contact from them
Bankruptcy is where they are heading

If there was anything lower then a one star it would be an honest review. Got email saying flight had changed these are new flight dates. (Not that big an issue. That happens). If I wanted these new dates or a refund “click here”, we’ll you can click a thousand times you can’t do a thing. 1-585-441-1001 is only number for customer service. “Sorry you call can’t be answered right now” I’ve tried a hundred times. Oh… you can’t leave a message. I rebooked on Flair. Totally helpful and professional. Answered ON FIRST WRING. Going home for funeral. Changing dates not an option. Be warned….. the worst.

Never again. I have heard many horror stories and they are all true. Booked a package through Expedia to Vegas flying to Vegas out of Hamilton. They emailed me that the they were changing the flight to the next day but they didnt offer me a credit towards the hotel portion of the package so it meant that my vacation was cut short by 1 1/2 days. I also had to contact Expedia and the car rental company to beg for a refund because Swoop changed the flight. This airline should be avoided at all costs since they are constantly changing cancelling and changing flight times which causes alot of undue stress and inconvenience. When you factor it all in its not worth the very marginal savings. I will never fly Swoop or their parent Westjet again.

My husband and I booked a flight from Edmonton to Toronto. We received an email telling us that our flights had been "changed". They explained that our flight WO 308 for September 10, 2022 was disrupted and has been rebooked for over two weeks later on September 17, 2022. We had to cancel.
Swoop blamed the change on the "ongoing industry-wide challenges and constraints at airports" and that these challenges have "resulted in significant operational disruption to (the) scheduled flying".
As I search for a new flight home from Edmonton, I find that flight WO 308 for September 10, 2022 was still selling seats.
Because Swoop is a division of Westjet, I will never fly with either airline again.

Got an email our flight was cancelled on the day of our flight. Our plan for that was already ruin to search for another flight. First time booking with swoop and NEVER AGAIN. So upset leaving my Son and Daughter. We all booked at the same time but for some reason my kids had different date. So We tried calling swoop and they just keep transferring our call to different customer service agent and they can't do anything. They end up spending more money for food and Hotel.

The most irresponsible side
I got tickets for my nephews from Edmonton to Toronto, it was cancelled without advice
They lost their flight to Bogota Colombia because of it
. Worse airline ever

Trash of a company without a basic sense of responsibility and commitment to customers. They cancelled my family trip to Florida a few days before departure and didn't bother to provide an acceptable solution. Their "customer service" put me on hold for 40 minutes and then blew me off with pathetic excuses and tried to send me away with other phone numbers to call for assistance. Never deal with this company, look for better travel options. They are cheap but they don't deliver.

Horrible airline, nothing but scammers. Don't book a flight with them because if you have to cancel it they won't pick up your call or emails. Tried calling way before our deadline deadline and ironically yeah they got back to us Saying it was too late to cancel and get a refund. We were trying to get ahold of them for over 20 days

I had a great experience with Swoop. Air Canada cancelled my flights, so last minute I booked with Swoop. Direct flight from Edmonton to Moncton is fantastic. Not having to waste time in Toronto or Montreal is very appealing. I also lost my ID, they found and are keeping it safe until I return to the airport.

Worse Airline!
4 hours delayed going,
11 hours delayed returning.
Excuse after Excuse, mechanical issue or aircraft still not yet arrived, system down for giving boarding pass. At least feed your customers while they waiting, not even a bottle of water?! Worse experience ever!

They cancelled our 3hr direct flight to Edmonton, then gave us the choice of a refund or a flight the day earlier that connects through Calgary and takes 6 hours. By the time they cancelled our flight, other fares had gone up by 3x so a refund wasn't useful. I offered to take only the Calgary leg of the Westjet flights, freeing up seats on their Calgary to Edmonton flight since where we are going is equal distance from both Calgary or Edmonton. But no, after manager review our only option is to waste 3 additional hours of our time and 4 seats on their plane from Calgary to Edmonton (we were only planning to be in Alberta for 48 hrs to begin with so 3 hrs is significant). Left with no option we took the 6hr indirect flight. I had paid for seat selections with Swoop, but they told me I have to pay for seat selection again with Westjet because the Westjet fare is higher and will not provide a refund for the seat selection fee with Swoop. They then disconnected before I could protest that that is not right to double charge us for seat selections. Given they were the ones to cancel the flight it is frustrating that my wife and I lose a day of work, our son has to miss a day of school, and they will do nothing to accommodate and instead try to make more by charging twice on seat selections.

This company is beyond sad. There is no way to contact them on phone or online they guide you to a Facebook chat that never gets answered. They cancelled my flight home less than 24 hours leaving me stranded and only options they gave me was 3 days away with two layovers which is 17 hours on a 2 hour flight.
They won't comp you for your accommodations. Now me and my finance are at a 3 day loss of work we gotta pay for a place to stay and food for those days and they could care less about us.
I will never ever buy a ticket from swoop again. Pay the extra hundred or two for a reputable airline are those initial savings don't account for what you can actually lose.
Also don't bother calling WestJet on these matters as even though they are affiliated there system can't do anything for swoop.

If I could give 0 stars, I would. Both my flights were delayed for over 3 hours and the staff were incredibly rude. They changed our flight with very short notice and required us to book a night stay at a hotel at an exorbitant price. The return flight was delayed for another 45 minutes after already being delayed for 2 and a half hours, because the pilots and flight crew didn’t even arrive yet. Do yourself a favour and avoid this company at all costs. Go with flair if you want to fly cheap, even they have standards.