Swoop
Reviews and Complaints

Terrible! I waited 2 hours on hold *** hours their time-- so some agent should hav been available to try and assist me. I then resorted to messenger in a queue where i recieved a response but they misread my request and placed the wrong name on my ticket for the 2nd time. So I got back into queue and begged for help Subsequently sent me email telling me it was corrected however access to reservation on website to book bags was declined- states no such trip. Therefore i believed check in would be a nightmare-- ended up cancelling trip. Basically the customer service was poor if non existent-- ***. There are horrendous stories on reviews about this airline-- i discovered too late.

I booked a flight for Wed Aug 18 today (Aug 17) but really wanted to book it for Wed Aug 25. After I paid, I got a message that I could check in as it was within 24 hours. I immediately tried to change the flight to Aug 25. No phone number to call, no email address, just an online chat. After explaining my honest mistake, the online agent said they couldnt transfer the flight due to terms and conditions! I fly 3-4 weeks every month. Paid over $700 for this flight from *** to *** which included a seat selection and a carryon bag. Worst customer service you will ever see. Highly recommend avoiding this airline if at all possible. After you factor in all the extras, not that much cheaper anyway. With their current customer service motto of S the Customer, they wont be in business much longer.

Question for you before you read this. Do you want to pay more/same fee as per other better airlines like *** and still be in the *** airline ? So please book yourself a swoop ticket and have yourself a *** experience. They charge you even for carry on small luggage which every other airline let you have within the ticket and not by making you pay extra, also despite the fact youll have the baggage that would fit their description they would still say that your bag is oversized and they would make you pay more money right before you have to board the plane, to which you can naver say No, because you cannot fight at that moment, its like putting a gun on your head and askkng for money but in a legal way. This company is dubbing people legally which leaving them no choice and charging for even a glass of water on the flight which is insane and against humanity.

I traveled with one personal item (backpack) from Hamilton to Las Vegas and back with Swoop. On my way to Vegas I had no issues. However, when I was coming back, a Swoop employee named Steve started yelling at the employee that was checking me in and myself, saying the backpack is over-sized. I politely asked why I was not told that when I was flying with Swoop to Vegas and he looked at me and said "Keep talking. I will charge you twice". Nothing excuses this kind of behavior towards anyone, especially not with with the customer. I also tried explaining that I had some issues with their website prior to boarding because I kept trying to add a carry on before my flight in Hamilton, but the website kept crashing. I would perfectly understand if I was told that this was their policy or something, but it is completely unacceptable to be yelled at and insulted by an employee at the airport.

After todays experience I will NEVER fly Swoop again! They announced at the gate (after the time the flight was supposed to take off) that the flight was cancelled. We waited in line at the checkin for over an hour to be told we can only leave on a flight tomorrow. The problem was that we had a meeting in *** the following morning at 7 oclock am. I had to buy new tickets on a different airline leaving from a different airport. After over two hours of being on hold I talked to the rudest gentleman Ive talked to in a long time. He told me Im not getting my money back and theres nothing I can do about it. I asked for a manager and he said he wont give me one. I asked for an email address to talk to a manager and again he refused. So in sum, Im out $400 for a flight we never took and was treated like garbage for something that I had no wrong doing. There should be a class action lawsuit against these ***.

I will never recommended my family who travel a lot to use swoop in any how. I had a conecting fly before yesterday, and an employer in *** who come to clarify why I'll pay again during my conecting fly, follows me to another agent and treat me so bad. She took 135$ on my credit card without loading my baggage, eventhough I told her I paid 56$ already, and she said that was for my bag and carry on that I have to pay with Swoop. The worst thing, she refused to take the carry on that "I paid for it". she (***) was telling me the my price of my ticket if that is sufficient to bring me to *** without knowing that the one way ticket I bought was sharing for 2 different companies and I supposed to pay 2 times ?. As one of the agent told me to go foword in other to have my money back and also, to prevent others for not having the same situation. I hope this link can help me not only to recuperate my cash, but to give her more training, know how to treat passenger, and apology for me and *** who she didn't let him do his job by himself .

A friend and I have flown with swoop multiple times due to the non-stop low cost flights available to the destination of our choice. We are very aware that this is a budget way of travelling. Our current booking scheduled for March , we chose the "Modifly" option as we knew there was a 50/50 chance that one of us may need to alter our departure date. (ModiFly allows travellers to make a one-time change of time and/or date per direction (flight segment).) We booked the flights like we always do on the same reservation. We were charged $19 per person per flight for a total of $70. After unsuccessfully attempting to obtain help through their online help bots I called them and spent hours on hold, was disconnected twice, & then was hung up on by a "supervisor" who told me that she didn't appreciate that I was very frustrated with them. Just before she hung up on me, I was told that in order to change the departure flight for ONE of us that BOTH of us must change our departure date AND the cost to do so is exactly the same had we NOT purchased the modifly insurance.

I think I would select zero stars if that were an option. I paid for a bag for my flight. I intended to pay for a checked bag but my confirmation says a carry on bag. The cost is the same. So I emailed swoop to see about getting it changed ( this is prior to the flight). I NEVER had a response from swoop. I called them and waited on the phone for 3 1/2 hours on hold and then was told they can not switch the bag to checked ( even thou the cost was the same) I would have to pay for another bag. Apparently that is a policy that I agreed to so I guess as long as you include in your policies that you offer NO customer service for a very reasonable request then that makes it OK. And the poor customer service rep who was just clearly "just reading the policy" and tired of telling all the customers he dealt with before me that there was nothing he could do. He had no authority to do anything. I guess it makes sense for swoop to not offer access to customer service reps because they offer NO customer service. They are even OK with offering NO customer service when they cancel your flights!

I booked a flight for June 13, to June 21. My flight was cancelled and changed to another airport 2 hrs away from my destination. They also changed my departure to a workday and altered my return flight. When I contacted SWOOP, they refused a refund but offered credit. On Sept 5, 2021, I called to get my money back as I couldn't fly to my original airport and faced extra costs. My options were to rent a car for $800 or have my 84-year-old father drive 3.5 hrs to pick me up. The representative said I couldn't get a refund but could use the credit for a trip, like to Vegas. My wife received a full refund from her airline due to COVID. Beware of SWOOP; they seem indifferent once they have your money. Like other reviews, I wish there was a zero-star rating option.

I, for one, have experienced their schedule changes every four occasions I bought tickets from them. They change their flight schedules willy-nilly which caused a lot of hassle for me to rearrange my trip plans including car rentals, housing, and vacation days I take with my employee. Their customer service agent showed me no care in rectifying the trouble that they caused beside offering a refund in the original form of the payment. They in fact explicitly told me that their terms and conditions allow them to change the flight times whereas when you modify your flight date costs you $100 (not refundable in any way). If the regulatory did not obligate them to refund consumers in such incidents, they would not even refund and only get your credit to buy from them again (that happened to me the first time).On top of that, once your flight dates changes and even if you get a refund, you'll need to book another flight to stick to your plans, but then as you get closer to the flight dates, you'd end up paying more to secure a seat for a similar flight.Another wrinkle I had with them was the long waiting time (three hours) to get to customer service. They just acknowledge these flaws, but they think their low-prices warrants them to have those flaws.

This is the WORST airline I have ever experienced. Quite possibly the worst company I have ever dealt with. Like many of the unanimously poor experiences on this site, I have recently been put through the ringer with Swoop's "Customer Service".We had a trip booked to *** for Dec 25-Jan 3.Our flights were booked months ago. Swoop informed us that our flight needed to be rescheduled, fair enough, that can happen. Their proposed rescheduled date was for Dec. 18. An ENTIRE WEEK earlier. In what world would that possibly be an acceptable alternate date!?!?The next thing they did, was state that because a "viable" alternative was offered, they are not at liberty to give a refund, only a credit. Again, this is unacceptable because no viable alternative was granted. Because the automated online system does not allow you to accept anything but the credit. Instead we tried to call their support line.First of all, their support line is only open during regular business hours, which is just laughably bad in the 21st century. But not only that, they CHARGE YOU a $15 "Convenience Fee" to deal with support.I am at a complete loss. This is a parody of a company. They should be shut down and go out of business. For any who should happen to read this before they book with them, which unfortunately will be far too few, please, please, please avoid this company.

I had a trip booked with my girlfriend to go to *** and I am an essential worker who was recently in close contact with someone who tested positive for Covid19. I tested negative but was advised to quarantine. I told the airline this and they would not offer a credit or even a refund. They said they could rebook my flight 2 weeks later when I am away on a business trip. We asked if they could extend the 2 weeks and they refused. We asked if they could offer us a credit as we would like to use it at a later date and they refused. We even offered to have my Girlfriend go alone and just get credited for the 1 ticket and they STILL refused. They said they would not help us in any way. So we were left with 2 choices, use the ticket and go on the airline and potentially expose every one of their staff and customers to Covid19 or lose out on the money we paid for the flights. As such, I am going to go on the flight and hope for the best, I hope someone from their head office sees this as we will also be contacting health canada and Complaintsboard.com. Avoid this airline at ALL COSTS. Also, what this company doesn't realize, is that I travel for business (I am a Marketing Manager with a reach of over 100,000 people) and will be taking 60-80 flights per year and will be sure to tell everyone about my experience with Swoop. Lifetime value of a customer, look it up, learn it. This review will be going on every social media site and review site I can post it on.

This airline stiffed me and over a hundred other passengers.1. I was scheduled to fly from *** to *** on flight *** on 29 May 2022. At 6 AM, our boarding time, the flight was cancelled because the aircraft captain never showed up and Swoop couldn't get in contact with them nor could they arrange a replacement.2. I managed to get rebooked with WestJet for a flight later that day, many others were not so lucky. I arrived over 9 hours late to my destination.3. I submitted a claim for compensation through the Swoop website. Under *** Air Passenger Protection Regulations inconvenienced travelers are entitled to receive compensation for gross delays that are within airlines' control. 4. 2 weeks later I received a short email saying I was denied compensation because the delay was "due to crew which is considered a safety delay". I responded in protest to that assessment, demanding elaboration and reconsideration. Instead, I received a boilerplate, computer generated email, linking to a bunch of documentation, some of which I had linked myself in my own response.There is no way one of your employees not showing up to work can be classified as a "safety delay". The rest of the crew was there. The aircraft was there, ready and operational. This was not a safety related disruption in the slightest. This is poor management, poor communication, and poor planning. Moreover, if you are going to deny a passenger their claim put in the effort to clearly and methodically lay out your case. Own up to the fact that you lost track of your aircraft captain and then convince me, your customer, how that constitutes a "safety" delay. If you cannot, then I am entitled to compensation and so is every other passenger of

We had round trip tickets for a weekend getaway, but our travel plans were disrupted. Initially, our flight was canceled, and we rebooked with West Jet for the next day. However, on Sunday, we received an email informing us that our return flight was also canceled. Attempts to rebook through the provided link were futile, regardless of the day or flight options we chose. We faced persistent issues with layover times and were unable to secure a flight home for an entire week. Repeated calls to the airline were met with an automated response directing us to social media, where we were placed in a queue. It wasn't until four days later that we received a reply from a virtual assistant. The ordeal cost us an additional $1,800 for new tickets, a drive to retrieve our car, a missed day of work, and over 10 hours trying to contact the airline, resulting in a ruined surprise trip for our friends. I am determined to seek reimbursement for the extra expenses and the stress caused by the airline's handling of the situation. I urge everyone to consider this experience before booking with this airline.

I booked a flight to visit my family over the holidays early in November, before travel restrictions and lockdowns due to Covid-19 were announced. Closer to my flight, I consulted my family doctor about traveling from my location to the high-risk area my destination was in at the time, and he advised against it due to my respiratory issues. I contacted Swoop customer service on December 13th to express my discomfort with traveling and requested a credit for my flight. They suggested changing my dates, but I had no safe date in mind, and the cost was prohibitive. I sent a medical note from my doctor to customer service, 72 hours before my flight, asking for credit to use later with Swoop but received no response. I followed up at 48 and 24 hours before the flight without a reply. Finally, I sent a detailed email threatening to file a complaint, to which they responded that I should have informed them 72 hours before my flight. Despite explaining my frequent travels for business and family, I received no further communication. I don't expect a refund but hope this complaint contributes to a change in their policies.

I've flown with Swoop 4 or 5 times over the past 5 years and I've never had much trouble with them. It's inexpensive and it does the job; that's all I need. I've used the same 30 liter backpack for 3 of those 5 flights with Swoop and it's always been accepted as a personal item, I purposefully pack light. When I booked the flight, the additional cost for a carry-on was something like $45, but, since I've travelled with this backpack on Swoop many times before, I knew I'd be fine with declining the fee for a carry-on. When I checked in at the airport the morning of my flight, the Swoop employee had me place my bag in this measurement tool - which was highly problematic and arbitrary because my pack was slightly too large one way but considerably smaller than required in another way. The guy charged me $69 for it. A little later I passed by another customer who had been behind me in the check-in line who had a much bigger pack than me. He told me that he wasn't even asked to place his pack in the measurement tool, let alone charged for his pack. He let me take a photo of his pack so I could go back and show the employee to try and get my money back. Well that didn't work. He told me to try the customer service number if I wanted a refund. A few days later, after waiting on hold for over an hour, I got through to customer service and explained the situation. They said that the employees have discretion to ask some customers to measure their packs but not others. So for some arbitrary reason I had to pay $69 for my backpack which they've considered a personal item 3 times before, because they deemed it a carry-on, even though the total volume of the measurement tool was larger than my pack (my pack was only too large in one dimension, smaller in others) AND other customers with larger packs didn't have to pay anything. Ridiculous If I had known my pack could possibly be considered a carry-on I would've paid for it at the cheaper price of $45 when I booked my flight.

Reservations made online with Swoop indicated a return flight scheduled for Tuesday June 21. Upon arrival at the airport on the morning of departure, I was informed by the airline staff that Swoop had neither staff nor flights departing on that Tuesday or the following Wednesday. The next available flight was on Thursday. The airline staff reviewed the Swoop Itinerary and confirmed the departure date was correct. Alternative arrangements were made with a different carrier for the return flight. On July 7, 2022, I received an email apologizing for the error and inconvenience, which dismissed my concerns. The original deal for two return flights with Swoop was supposed to be $426.02, but with the additional purchase of tickets from another carrier, my total airfare exceeded $700.00. Considering the costs, driving might have been a more economical option. The overall experience with Swoop was disappointing, leading to a negative review. No comments were submitted regarding the issue. The review was processed according to Freedom+ requirements. Swoop's customer service has previously stated they do not respond to third-party complaints. As of October 10, the policy is to verify if the consumer has filed a complaint with the CTA before proceeding. If a complaint was filed, the case is closed; otherwise, communication is attempted and then closed if unresolved. Customer Review ID #72247 was received on July 7, 2022, from Dwayne Racine.

Swoop is Cold and Heartless. I booked a flight out from *** to *** a return flight from *** 5 days later. When we arrived to the *** on our way home the Swoop Counter was closed. I arrived before the 45 minute departure time and myself and several other passengers were left with nobody to assist. We begged security to find someone from swoop with no luck and then tried called customer service, but I was left in que for a very long time. A Swoop representative showed up to the counter with 10 minutes left to the planes departure and eventually gave into everyone's pleas to get boarding passes. When I got up to the counter I was informed that I could go to the gate, but I only had 8 minutes to get to my flight and I couldn't bring my luggage because the plane had already been loaded. Having my luggage sent on the next flight wasn't an option either, because "Swoop isn't a cargo transport service" I would need someone to come and get my belongs and figure out a way to get it all home from *** to ***, ***. I pleaded to have it taken to the plane and I even offered to pay. The woman at the counter placed my boarding passes and my identification on the counter and completely disengaged from the conversation. I made the decision to leave my luggage and the attendant yelled for me to come back because I couldn't leave my stuff behind. She then informed me that I had 6 minutes to get to my gate. I'm not sure what she wanted me to do with all my stuff with two children having meltdowns, but I wasn't going to make it if I didn't leave. I ended up in the security line, which was more than a 10 minute wait and ultimately had to make the decision to book a later flight. I had to pay $1300 for a new flight, which was more than I paid for both my previous flights combined. I had to pay for upgraded seats because there was nothing left in the family section with 3 seats together for my children (2&8) to sit together.I called customer service and they basically said I was out of luck and at fault. Their staff is completely cold and difficult to work with. Good luck reaching customer service to get help, that'll take you over an hour. Horrible experience overall. I don't recommend their services. They price gauge for last minute flights knowing that they are completely fine with s*** over their customers.

1. On 4-July 1030pm I checked flights from Abbotstsford to Toronto on the Swoop Airline and saw 130 per seat and that there were 2 seats left at 130. When I inputed info for 3 seats I got quoted a price based on a higher 140 per seat which was unfair. 2.Then on 4-July at 1035pm I book 2 seats at 130 each and a seperate booking of 1 seat at 140 each. I then sent a message to Swoop support via Facebook to unite the 2 reference numbers as 1 of my seats was for a minor. 3. Swoop finally replied to me on 7-July at 6:33pm telling me that I needed to cancel the old booking and make a new booking at the going rate. I argued that I be allowed to rebook at the old rate or atleast be refunded the difference. Afterall I booked at an lower rate on 4-July for the 3 seats and that should be honoured. With few available options I rebooked and cancelled the old booking and Swoop has promised to refund me the money from the 4-July booking but not the 4-July money+difference which I am claiming.

My flight with Swoop was original booked for Monday, May, 23 at 9:50pm. Three days before my flight departed from Halifax, swoop moved my flight 11 hours ahead to 10:50am on Monday, May 23. I was staying in a remote cabin with limited service in Halifax so I wasn't able to check into my flight until 10:30am on Monday, May, 23 when I noticed that the flight had been moved up. The flight at 10:50am was delayed until 1:48pm so I rushed to the airport but no one was at the Swoop desk to let me through. I spoke to *** airlines as well as airport security who couldn't assist me. I ended up having to book the next flight for Tuesday, May 24 at 9:55pm, and was forced to take another day off work. *** Other than the email I received 3 days before the departure flight, I received no communication that my flight time had been moved. I have tried reaching Swoop through *** email and phone countless times sin...

On 20th April my hubby booked a flight with swoop for 16th june. As per company policy tried cancelling it with 24hrs of booking. I called them where they told to reach them via social media, i post on their fb page and submit a contact form on website and got an automated message that my flight is cancelled and i will be refunded in 3-5 business days. When my credit card statement cane in i checked but there was no refund. I reached out to them and they told me that i have never called them or reached out on 20th and this my flight cant be cancelled. After spending days and nights they finally checked out there call records where i have called them several times plus i have the screenshot of my post on fb page of 20th of April (which they kept on denying earlier but agreeing now).After so much of hassle and with all the proofs of submitting a cancellation request on the day of booking they are not refunding my money.I have previously books multiple times with this carrier and all its ...

Hi, my name is [Redacted], I was on board a swoop flight and checked in 1 luggage. Upon arrival, I waited for my bag at the carousel but it never arrived. I approached swoop agents who were unsure how to handle the missing bag. I explained that I had a connecting train soon and needed my luggage for a wedding styling job the next day. After 35 minutes, they completed a form and directed me to the manager. After a further wait, the manager approached me with irritation and before I could fully explain, she interrupted...

This airline has zero options when it comes to cancelling flights due to safety reasons around COVID-19. Their current policies around COVID-19 are completely unacceptable. We are entering the second wave of a global pandemic, with the governments all but demanding everyone stay home and avoid unessential travel. Yet, after speaking with representatives, my only options are to go through with my travel plans, risking the safety of myself and those around me, or lose the $550 I spent on tickets? That is absolutely atrocious. Your utter lack of consideration and care for your customers is disgusting, especially during such unprecedented times. They are one of the only airlines not offering credits or any options for flights cancelled due to the coronavirus, and I deeply regret ever booking with this airline in the first place. I do hope they take time to reconsider how your policies are not only an absolute ***, but also putting so many lives in jeopardy just so the company can make a profit.

We booked a family flight last year with SWOOP Airline through a third-party agency. Our payment was processed by this agency. The flight was cancelled by SWOOP a week before departure, and we're still awaiting a refund almost a year later. The agency insists that they need reimbursement from SWOOP before refunding us. One agency representative acknowledged receiving funds from SWOOP, advising patience, while another disputed SWOOP's claim of payment. A SWOOP representative directed me to resolve the issue with the agency. The agency recently reiterated in writing that they haven't received funds from SWOOP. Included are my original reservation emails and recent correspondence with the agency regarding the unprocessed refund.

I recently purchased flights from Swoop for my wife and I to travel to ***, AZ. Several weeks later, the Covid-19 crisis became a pandemic and travel was not recommended. International travel that was deemed non-essential to military persons was cancelled as a precaution to covid-19. I've been trying to reach Swoop for 2 days now in order to cancel the flights, receive a credit, or re-book at a later date. The customer service phone line has a recording that states the company is not receiving calls at this time, and recommends contacting them through facebook. Once on facebook to contact them, it states that you are placed in the digital queue and you will be contacted shortly. I have been in the queue for 23 hours with no response. there is no way to contact the company and deal with the issues, they are also one of the very few airlines to not amend their policy's to deal with the covid-19 pandemic. completely unprofessional and unacceptable customer service. I'm just trying to cancel my tickets is all.

Reservation for MARCH 25-APRIL 1 2022. FLIGHTS BOOKED. We booked a family vacation and due to unforeseen circumstances, we need to postpone it to fall or next March 2023. We bought the option to modify and tried to change the flight destination but were denied. We were advised to wait for the new schedule, which is posted 6 months in advance, to change our dates to fall. By March 7, no new schedule was available, so we contacted the airline again. We learned the destination is only a seasonal route! The airline refuses to issue a credit or assist us. We're not seeking a refund, which is significant for our one-income family; we simply wish to reschedule our trip. Accommodations at the destination are now unavailable. We need help! We can't afford to lose this money and hope to reschedule our family vacation. We're loyal customers of this airline and another, but we're reconsidering our future travel plans with them.

I should state first that I submitted a claim to Swoop on Jan 17, 2022 in which I received a return email saying my claim was received and I was told I would hear back in 30 days. It is now Feb 25, 2022 and I have not received any feeback from Swoop.My return flight with Swoop #*** from *** to *** was cancelled. My confirmation # is ***.There were no available agents from Swoop to speak to at the airport and no chat line available. I was given an email saying there were free hotel options until a flight could be found but I had to get home on Jan 16, 2022.I booked a return flight on Westjet, their sister company, to return home to *** the same day as the original departure of Jan 16, 2022. The flight # was *** to *** and then *** from *** to ***. Reservation code ***.I paid $376.26 for this flight. I also paid a baggage fee to be on my Swoop flight #*** for $62.40.I would like a response from Swoop and I would like to be refunded in full the amount of $438.66 for the flight I booked home and the baggage which was paid for on the return flight with Swoop.

Hello Complaintsboard.com, I have booked a flight through the company Swoop on the website named flyswoop.com. My flight is suppose to take off on May 31st and when i booked the flight i interpreted that the cancelation policy was that i could cancel the flight anytime as all they needed would be a 24 hour notice before take off but when i contacted them on May 22nd to cancel the flight they told me that i could only cancel the flight after 24 hours that i bought the ticket. The reason i canceled the flight is because my business trip got canceled. Swoop has *** $415.97 to be exact on the amount. This is also the first time i have flown with swoop so i was not familiar with the cancelation policies but i read them and again for somebody who is not familiar in reading that often airline cancelation policies it can be easy to misinterpret what they say as well my first language is French, i have never heard of a airline which is not able to enable cancelations for their customers which is absolute nonsense. $415.97 is a lot of money for me personally and this has a big impact on me in a negative way. Thank you very much.

I had paid for flights April which were cancelled by swoop. They offered me an alternate flight within a few days, however my hotel was cancelled and fully refunded, my car rental was cancelled and fully refunded. They gave me a credit for future travel. Fast forward to my credits only being good for two years we are still in a pandemic, they will not extend my credits for future travel because there is no travel ban. I have reached out to them multiple times about the option for extending the credits or a refund. They refuse to do either. I'm not about to just hand then over my money either but they've offered me no reasonable solution. And I know I'm not the only one frustrated with this. Also they are non transferrable so I can't even give them to someone else to use. I can't figure out why they can use the loophole that they cancelled my flight but offered me something else within a few days so I'm not eligible for a refund. Everything was shut down. West *** mall was shut down. What was I supposed to do accept flights a few days later with no vacation to take because the world stopped? This is ridiculous business practice.

My flight with Swoop was original booked for Monday, May, 23 at 9:50pm. Three days before my flight departed from Halifax, swoop moved my flight 11 hours ahead to 10:50am on Monday, May 23. I was staying in a remote cabin with limited service in Halifax so I wasn't able to check into my flight until 10:30am on Monday, May, 23 when I noticed that the flight had been moved up. The flight at 10:50am was delayed until 1:48pm so I rushed to the airport but no one was at the Swoop desk to let me through. I spoke to *** airlines as well as airport security who couldn't assist me. I ended up having to book the next flight for Tuesday, May 24 at 9:55pm, and was forced to take another day off work. *** Other than the email I received 3 days before the departure flight, I received no communication that my flight time had been moved. I have tried reaching Swoop through *** email and phone countless times since Monday, May 23, with no success in reaching someone to get the issue resolved. The original round trip cost me $287.22 and the additional departure flight on Tuesday, May 24 was $345.00. I believe I am owed $345.00 as missing the original flight was out of my control.

I had a return flight booked for myself and my husband from one city to another in May . The flight was canceled and I was issued a credit. The credit expired March 30, 2022. On March 28, 2022, I went to the Swoop website and saw a notice stating there were no phone agents available and that inquiries had to be submitted online, which I did. After waiting over a month without a response, I called Swoop and spent 2.5 hours on hold before speaking to someone. I requested a refund because the flight from London to Abbotsford was discontinued. The representative declined to refund me and suggested an alternative flight from a different city 2 hours away, which was not feasible for me. I would have accepted a flight from London to Abbotsford if it were available, but it wasn't. I was hoping the original flight would be reinstated, but it wasn't. My sister, who booked the same trip, received an immediate full refund when she contacted them. I am very disappointed with Swoop and believe it is only fair to receive a refund since the service I paid for is no longer offered.

On 20th April my hubby booked a flight with swoop for 16th june. As per company policy tried cancelling it with 24hrs of booking. I called them where they told to reach them via social media, i post on their fb page and submit a contact form on website and got an automated message that my flight is cancelled and i will be refunded in 3-5 business days. When my credit card statement cane in i checked but there was no refund. I reached out to them and they told me that i have never called them or reached out on 20th and this my flight cant be cancelled. After spending days and nights they finally checked out there call records where i have called them several times plus i have the screenshot of my post on fb page of 20th of April (which they kept on denying earlier but agreeing now).After so much of hassle and with all the proofs of submitting a cancellation request on the day of booking they are not refunding my money.I have previously books multiple times with this carrier and all its flights either get rescheduled or cancelled at the last moment but i never created any issues or claimed losses of hotel bookings and car rentals.This time i really want you to intervene in this matter and assist me get my refund asap as i am already waiting for it for over a month now.They have never responded to my emails as of yet. I am requesting a supervisor call back but to no use.Previously they were saying i never called. Now they r saying i hunged up.

Flight was cancelled march due to COVID. I emailed as instructed about Covid refund. I have records of replying and requesting a refund. This began in November . I have replied to the same email in February and July . I continue getting the same reply please be patient as it can take up to 30 business daysHere is the email and the details:Hello ***, As of November 3, Swoop began processing refunds to the original form of payment for travellers whose flights were cancelled by Swoop due to COVID-19. You are receiving this email because you have a Swoop booking that *** be eligible for a refund. You also have the option of a travel credit which can be redeemed at any time within the next 24 months. Login to your Swoop account to see available credits or to book. Thank you in advance for considering a travel credit during these unprecedented times. If you would like to request a refund to your original form of payment, please reply to this email to verify your identity and confirm your eligibility by providing the following information: Reservation Code of cancelled flight: Your Swoop Itinerary and Receipt (Z.. ) I can send full receipt Name(s) of traveller(s): *** R *** N *** Phone number on booking: *** Origin and destination: ***, *** to ***, *** Total cost: $*** My personal cell number is ***. I just want the fare refunded. Just give me my money back for a service we did not get and will not get.

hello, we flew swoop down to a tropical destination for a holiday this past June 2022. our flight home was supposed to be June 25, 2022. The evening before our flight was supposed to leave the tropical destination to come home we received an email from Swoop saying our flight had been cancelled due to crew resources. There was no option to rebook at all. The morning our flight was supposed to leave, we sat on hold with Swoop for 6.5 hours trying to get through to see what our options were to get home. After finally finding a west jet flight 3 DAYS later they put me on hold to book it for us. 30 minutes later they come back on the phone to tell me that their credit cards are not going through and they must be maxed out. And to go online and rebook this same flight with west jet before it sells out. They told me to submit a receipt through their website and we would be refunded in full for the amount. I agreed and booked our flight home (approx $3318.00) it is now August 24, 2022 and we still do not have a refund from swoop. after multiple attempts at contacting them over various communication methods, we are still waiting for our refund. On top of being stuck across the country, they did not even offer any hotels or food vouchers and we would be required to pay this all out of pocket. they told us we were not eligible for the compensation portion as the flight was cancelled due to safety concerns. But it wasn't a safety issue that canceled our flight, it was a lack of personnel. That is a management issue. The gentleman I spoke to on the phone told me it was cancelled due to a schedule change.

Hello, I had a Swoop flight booking. My travel was cancelled due to the COVID-19 restrictions. I have been contacting Swoop since April about my flight refund or the option to use my flight credit for the original route from Edmonton to Cancun. Swoop indicated on June 6, that the winter flight schedule would be available later in the summer. Relying on this, I waited to rebook for December . However, Swoop has cancelled all flights on this route and refuses to refund me, forcing me to consider other airlines. Had I known the flights wouldn't be available, I could have claimed a refund through my credit card for services not rendered before the claim deadline. I am seeking a full cash refund to book with another airline, as I risk losing a hotel credit valid until December 27. The amount in question is $509.25, paid on June 25. Assistance in facilitating this refund or credit use with WestJet, who are flying to Cancun, is requested.

I booked flights for myself, my fiancée, and two friends for my birthday on February 10. We planned to travel in June and return mid-month. The total cost was $1435.52. On April 24, I was informed of the cancellation due to Covid-19 and was offered a credit. Unable to use the credit because of travel restrictions and scheduling conflicts, I was later told on August 3, that I could get a refund. I promptly requested it, but as of November 5, I've had no updates or refund, despite reaching out to customer service. It's frustrating to wait so long for a refund for a trip that was meant to celebrate my 30th birthday.

I booked a flight with Swoop Airlines for a trip scheduled from April 21st to April 26th. As part of planning a vacation, I arranged for car rental and hotel stays. Swoop Airlines offers a 24-hour cancellation policy from the booking time, after which tickets become non-refundable. A week later, they rescheduled my return flight to 50 hours later than initially planned, causing a two-day delay. This impacts not only my travel arrangements but also my nursing job. Securing time off in nursing is already challenging. I reached out to the airline for a refund due to the change but was reminded of the non-refundable clause in the terms I had agreed to. The airline charges $15 for phone support, and after waiting over an hour without a response, I was disconnected. Turning to social media, I received a response indicating no refund would be issued. My sister, who also booked, received a refund by citing the passenger bill of rights. However, the representative claimed that was an error and refused to offer further assistance, even suggesting he could revoke my sister's refund, which I did not want. This situation is incredibly frustrating; I'm now $400 short and need to book another return flight. The airline's actions seem to disregard the passenger bill of rights, and I am seeking a refund for my ticket. For reference, my booking code is #.

Hi, my name is [redacted], I was on a swoop flight and checked in luggage. Upon arrival, I waited for my bag which never came. I spoke to the agents, explaining my tight schedule and the wedding I needed to style. After some time, they filed a report. Later, the manager, [redacted], was dismissive and unhelpful, suggesting I shouldn't have checked in essential items. Her attitude was unprofessional, and she told me there was no one else to talk to. I've been waiting for a response to my email sent three days ago about the flight four days ago.