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 from *** to *** for June 13 to June 21. My flight was cancelled and changed to another airport that was 2 hrs farther away from my original destination. They also changed my departure date to a day I was booked to work. Also they changed my return flight. When I talked to SWOOP and said this wouldn't work they wouldn't refund me my money. I was told I could get a credit because they had offered me another option, so I took the credit. Today Sept 5 2021 I phoned Swoop to get my money back because I still can't fly into my original airport and that it was going to cost more money. I have two options either I rent a car for a week $800 or have my 84 yr old father drive 3.5 hrs to pick me up and drive to his home the same day. The young lady on the phone told me. I wasn't getting my money back and I could use the credit anytime to take a trip anywhere like Vegas. My wife which was taking a flight with *** Airlines got a full refund when she cancelled do to covid. Any one flying SWOOP beware they don't care after they take your money. Like other reviews there's on 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 a round trip tickets from *** to *** through *** for Friday, July 8 and return back home on Monday, July 11. First, flight to *** got cancelled and we rebooked a flight through West Jet (option given by Swoop) for Saturday. Things could happen. Unexpected, unpleasant events started on Sunday, July 10 with E-mail from Swoop that our flight on Monday is cancelled. Using link, we got through e-mail to book flight back through West Jet didn't help at all. Whichever option we tried and MOST IMPORTANTLY WHICHEVER DAY we tried, we couldn't book any flight back home. Message was: in the same day you need to have more than 2 hours overlay. Even though we picked the least desirable option with 2 layovers and more than 3 hours wait at the *** and *** airports, we were getting the dame message. And, we tried for every single day from Monday July 11 until Monday July 18. Calling Swoop phone umber, message we always getting was: we are unable to talk to you at this time, contact us by social media. Contacting Swoop through social media *** we were added to their que. The funniest part is that we got message back from a virtual assistant on Thursday, July 14. Conclusion: after spending extra $1,800 on 2 tickets from *** to ***, driving to *** to pick-up car at the airport since flights back were to ***, one extra day I had to use away from work, unpleasant time in *** spending more than 10 hours in attempt to contact Swoop, anxiety and frustration with not having ability to contact Swoop, our planned trip as surprise for our friends was a disaster.I will try whatever I can to get reimbursed for extra ticket we had to pay and for intangible damages caused by Swoop.PLEASE, READ THIS COMMENT BEFORE YOU BOOK ANY FLIGHT WITH SWOOP.

I Booked this flight to *** to visit my family over the holidays early in November, before the *** and *** lockdowns due to Covid 19 were announced. Closer to my flight, I got in touch with my family doctor to express my concern about travelling from *** to the red zone that *** was in at the time and he advised against my travels due to my respiratory issues. So I emailed Swoop customer service on December 13th letting them that I didn't feel comfortable traveling and I would like the option to get a credit for my flight on file - they suggested that I move my dates. Unfortunately, I didn't know when it would be safe for me to travel again as I had a medical note from my doctor advising against my travel for the time being. Swoop said that they cannot do anything about this and that I had to proceed with my flight or change the dates - I tried to change my dates but I had to pay 2.5x more on top of my initial flight cost to move dates to a date that I was pulling from thin air. I then sent my doctors note to the customer service agents, 72 hours before my flight, asking again for credit to be able to travel with Swoop again and I did not receive a response. I followed up again at 48 hours and again at 24 hours prior and no response - until finally I sent a lengthy email outright threatening that I would file this complaint if I didn't hear back from them to which they replied saying that their policies were the cornerstone of their operation and that I should have informed them 72 hours in advance of my flight. I mentioned to the agent that I travel often for business and to visit my family so this would not be the last of my travels, hoping a loyalty clause in their policies would apply, but again I did not receive any communication. I know that I will not get my money back but I am hoping that filing this will add up to what other complaints are out there for change to take place.

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 on line with Swoop - Itinerary reads return flight from *** to *** as Tuesday June 21 - Arrived at *** morning of departure, informed by *** staff that Swoop had no staff or flights leaving Tuesday or Wednesday. Next scheduled was Thursday. - *** staff reviewed Swoop Itinerary and confirmed departure date as correct. - Arrangements made with another carrier for return flight home. - Received email on July 7, 2022 apologizing for the error and inconvenience. Eloquently dismissed my concern as out of their hands. A deal for two return with Poop... I mean Swoop... should have been $426.02. With the purchase of tickets form another carrier my holiday was over $700.00 for airfare. It might be cheaper drive... just saying! (-3 stars)

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Review History/Log

Date by
07/07/22 6:05 PM Sent to RED
Freedom Automation blue/Freedom
07/07/22 11:01 PM FScore Received
blue/Freedom
07/07/22 11:01 PM Redacted
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Swoop - Rating: D-

[protected] St NE
Calgary, AB T2E 4P9
Customer Review Contact: Jackie Strangis
[protected]
Business Phone: [protected]
Email: jackie.[protected]@flyswoop.com
Website: https://www.flyswoop.com/
TOB: Airline Ticket Agency
Advisory: ***Swoop customer service has stated in the past that they will NOT RESPOND to complaints filed through third parties. From now on (10/10), we will contact the consumer first, find out whether they filed a complaint with the CTA, prior to filing with us. If they had, complaint will be closed as OOP. If they had not, will send the consumer and business the letters located in the docs folder and immediately close as UNANSWERED, sub close code: refusal to resolve through the Complaintsboard.com process. O.D.*** - (11/14)
Manage Business

Customer Review ID #72247
Received: 7/7/2022
from: Dwayne Racine
Display: Dwayne R
Email: [protected]@gmail.com
Phone: [protected]

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 ***, I was on board a swoop flight from *** to *** and checked in 1 luggage. Upon my arrival to ***, I waited for my bag at the *** never arrived, I talked to swoop agents who were there and they seemed confused on even what to do at the fact that my bag hadnt arrived, I told them *** wasnt my final destination and that I had a train to catch to *** in less than 2 hours, also I have a wedding whos bridal party Im styling tomorrow morning and that my tools and everything are in my checked bag after 35 minutes they were finally able to fill out the form and told me to wait to talk to the manager. I waited for about another half an hour only for the manager, ***, to walk up to me looking irritated and said you want to talk to me? I was confused at how she approached me so I said, yes, the other workers said I should talk to you about everything I previously explained to them, before I even finished talking she said ...

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 purchased a flight for our family last year with SWOOP Airline, via ***. Our payment went to ***. The flight was cancelled by the SWOOP airline about a week before the departure date, and we never received that refund, almost a year later. *** is claiming that basically my money was paid to SWOOP, and that they need SWOOP to pay them back first. One *** agent said that they did receive the money from SWOOP and that I just need to wait, but another *** agent said they SWOOP claims that they paid, but that in fact they did not pay. SWOOP agent said that since I booked with ***, I need to deal with ***. *** started in writing recently AGAIN that they never received money from SWOOP.i am attaching my original reservation emails over several months of me asking for refund and not getting it *** recently reply to my complaint about the refund where they are stating they never received money from swoop

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 code *** MARCH 25-APRIL 1 2022. FLIGHT *** AND FLIGHT *** We booked a family vacation to *** and because of unforeseen circumstances we need to postpone it till the fall or next March 2023. We bought the modify and tried to change the flight to another destination and was told it was not allowed. We were told to wait till the next schedule came out as they only post 6 months in advance and then we could change our dates to the fall. As of March 7the there was no new schedule so we contacted swoop again. This time we were told that *** is only a seasonal route! They refuse to give us a credit or help in any way. We don't want our money back...which is a lot of money for a one income family...we just want to be able to take our trip at another time. We have tried to work around these dates and we are unable to find accommodations now in ***. Please help! We cannot afford to lose this money and just want to take a family vacation at a later time. We always use Swoop to fly and occasionally West Jet but am seriously thinking of discontinuing any association 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 (*** - Reservation ***) and my husband (*** - Reservation ***) from *** to *** 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 there was a large banner saying there were no phone agents and you must put in a ticket on their website, which I did. More than a month went by and I didnt hear anything back.Yesterday I called Swoop and was on the phone for 2.5 hours before anyone answered. I requested a refund because the London to Abbotsford flight is no longer available. The woman I spoke to refused to issue the refund and instead tried to interest me in flying from *** to Abbotsford. *** is 2 hours away and I am not able to do that.I would gladly take a trip from London to Abbotsford if it was available, but it is not available. I was waiting to see if that flight would be reinstated and it is not.My sister had the same trip booked and was issued a full refund for her flight immediately when she called. *** very disappointed in Swoop and I feel that it is only fair to reimburse my money since I cannot get the same flight that I purchased.

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 *** for a holiday this past June 2022. our flight home was supposed to be June 25/22. The evening before our flight was supposed to leave *** 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 re book 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 out flight home (approx $3318.00) it is now August 24/22 and we still do not have a refund from swoop. after multiple attempts at contacting them over *** email and phone again, 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 personal. 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 under reservation code ***. My travel was cancelled due to the COVID-19 restrictions. I have been contacting Swoop since April about my flight refund or in the alternative the option to use my flight credit to book the same route as the original ticket being Edmonton to Cancun. Swoop told me on June 6 that the winter flight schedule would be available to book later in June or July . I trusted this information and waited so that I could rebook my flight for December . Swoop has since cancelled all flights from Edmonton to Cancun and are offering zero flights on any dates for this route. They continue to refuse to refund me so that I can book with another airline. Had Swoop not lied to me about the flights being available to book later in June , I could have made a claim through my credit card for "services paid for but not rendered". The time limit to make that claim passed whilst I believed I could rebook my flight in June or July . *** I am seeking a full cash refund so that I can book my flight on another airline. If Swoop refuses to do this then I will lose a hotel credit that I currently have that is only valid until December 27. The outstanding amount is $509.25. It was paid to Swoop on June 25. Please assist to help facilitate this refund or ability to use the credit with WestJet who are flying to Cancun from either Edmonton or Calgary.

I booked flights for myself, my fianc, and my two friends on February 10, for my birthday to fly from ***, *** to ***, *** on Thursday, June 11, and return June 15. The tickets and reservation cost a total of $1435.52. I received an email on April 24 that our flights had been cancelled due to Covid-19. I was told to submit a request for a credit for the full amount that would be good for 24 months. I submitted the request and was credited, but was never able to use it due to the ongoing travel restrictions as well as not being able to coordinate another trip with everyone who were originally booked. On August 3, I was sent an email telling me the booking was now eligible for a full refund. I was told to submit the form to request the refund. On that same day I sent the request, and was emailed back confirming that they received my request, and told me it could possibly take up to 90 days to process the refund and issue the payment to my credit card. It is now November 5, and I have received zero correspondence from them and no refund. I tried contacting them through their customer service messenger and was told that no one would be able to help me and I would just have to wait. It has been a year and a half of waiting for a refund for flights that this airline cancelled on me. I just want my money back- the trip that was originally booked was supposed to be a getaway to celebrate my 30th birthday with my loved ones, booked before covid, and now myself as well as my friends are all out this money and its absolutely sickening to me that Swoop cant even correspond with me or give me any updates.

I booked a flight with swoop airlines flying out of ***, *** flying to ***, *** for April 21st through to April 26th. As you can imagine with booking a vacation, you rent a car and book hotels. Swoop airlines has a 24 hour cancellation policy from when you book your ticket, after that all flights are non refundable. A week after I booked my flight, they changed the flight to 50 hours later return that I had originally planned. That means returning over two days late. Not only does this affect travel plans, but also affects my job as a nurse. As you can imagine time off as a nurse right now is hard enough as it is. I attempted to contact the airline to settle this as I wanted a refund on the flight as they had changed it. I was told that in the terms and conditions that I had originally accepted, that even if they changed the flight it was still non refundable as I accepted the conditions. The airline charges 15 dollars to take to a live agent on the phone and that is if you get through. I sat on the phone for over an hour without anyone answering and then got hung up on. I then went to social media and finally got a reply on *** stating that no refund would be provided. My sister who also booked got a refund stating that what they were doing was against the passenger *** of rights. The agent I messaged with stated that agent had made a mistake and there was nothing else he could do. He stated he would cancel my sisters refund if thats what I wanted, to which I stated that is not what I wanted. I am beyond frustrated with this. I booked a vacation and I am now out 400 dollars as I have to book a new return flight home. They are not following the passenger *** of rights and I would like to have a refund on my ticket. Thank you so much. For reference my booking code is #

Hi, my name is ***, I was on board a swoop flight from *** to *** and checked in 1 luggage. Upon my arrival to ***, I waited for my bag at the *** never arrived, I talked to swoop agents who were there and they seemed confused on even what to do at the fact that my bag hadnt arrived, I told them *** wasnt my final destination and that I had a train to catch to *** in less than 2 hours, also I have a wedding whos bridal party Im styling tomorrow morning and that my tools and everything are in my checked bag after 35 minutes they were finally able to fill out the form and told me to wait to talk to the manager. I waited for about another half an hour only for the manager, ***, to walk up to me looking irritated and said you want to talk to me? I was confused at how she approached me so I said, yes, the other workers said I should talk to you about everything I previously explained to them, before I even finished talking she said all I can do is wait for *** to get back to me and then contact you, theres nothing else I can do for you, I emphasized on the fact that I have tools I need for the bridal party and that it would cost me $1500 if I cancelled on them, she rolled her eyes and proceeded to repeat the same exact thing she said then added If your tools were that important to you wouldnt you not check them in? I was taken back by that comment so I said excuse me what? Then she proceeded to say youre flying with a discounted airline company, what do you expect, after this comment I could clearly tell she didnt care about the situation and was of no help so I asked who else I could speak to and she said Im the only one you can talk to, theres no one else so youre going to have to figure it out yourself and wait for our callShe was rolling her eyes at me when I was voicing my frustration & was very unapologetic.I sent them this email over 3 days ago and still no reply My flight was 4 days ago