Not Verified | Edmonton to Hamilton. Was not notified of flight cancellation. Been running around for almost an hour trying to get another flight. Very poor service and unprofessional. I would rather walk to Hamilton than choose this airline again.
✅ Trip Verified | Hamilton to Edmonton. I was suppose to fly on Thursday june 27th at 7:45, I had already checked in online. I arrived there at 7:05. We wait in line for another 5 minutes when someone approaches and tells us we're late & we can't go. So they made us rebook and pay full price for our next flight which was Saturday June 29th, and when we got there they delayed our flight for almost 5 hours & refused to refund anything to us. So they charge us full price for being 5 minutes late but keep us for almost 5 hours without a refund or even an apology. On top of that our luggage was only 25 grams over & they wanted us to pay another $50 for that. Worst experience ever.
Not Verified | Hamilton to Edmonton. Air ticket price was good but they gave you extra hassle and botheration for Laguage even you pay for extra checked bag including one paid checked bag. Please make sure to check your luggage weight and size specially hand luggage - they will give you hard time even you paid for extra checked bag. They will charge you less in ticket but will charge you high in luggage. Also they will not provide you any free water. You have to buy water.
✅ Trip Verified | I arrived at the airport to leave from London Ontario to Edmonton. Due to a traffic accident I was 4 minutes late to check in. This I own however it was beyond my control. When I arrived no one from Swoop was at their desk. So there I am trying to board my plane and I cannot find anyone to assist me and my flight was leaving very soon so I was in a bit of a panic. Finally a Swoop employee showed up at the desk I tried to check my bag in and was refused saying I was too late. She just kept saying "I have no control over anything I cannot do anything for you" and she had a terrible attitude. I had to probe her to find out if there is another flight I could take, she didn't even attempt to offer any solutions and when she told me about another flight I could take they wanted an additional $400. She told me to just call Swoop's number and basically it wasn't her problem so she didn't want to deal with this anymore. The West Jet (who owns Swoop by the way) employee as well as the Air Canada employee saw how upset I was and offered comfort and care. I waited on hold for 45 minutes before I finally got an agent. I asked for a supervisor and when I finally got one on the phone (this is now over an hour on the phone) they offered me nothing other than for me to spend double than what I paid for the flight originally. I understand Swoop's business model is based around providing extremely cheap flights in Canada, the feeling I got based on the information provided to me by Swoop was basically "you got a cheap flight so we don't owe you anything in the way of customer service". I was not refunded, I was not given an option to pay the difference for a flight leaving the next day and I was offered nothing for a situation beyond my control.
Not Verified | Abbotsford to Hamilton. I drove an hour out of Vancouver without sleep to a smaller airline at 330am in order to make a 6am flight by Swoop because it was cheaper. At 5am they cancelled my flight. I had to be in London Ontario for work the next day. They said 4 passengers from the cancelled flight could go to Hamilton on a later flight, which was my only option. I was told I would not be reimbursed for any transportation costs, the difference in flight cost, or the fees I paid for upgraded seats on my original flight. I arrived much later on a Sunday evening to Hamilton, requiring a 150 dollar uber ride to London. Awful experience and zero accountability by Swoop. They barely even pretended to apologize. I won't be flying them, or subsequently Westjet again.
✅ Trip Verified | Abbotsford to London. 45 minutes before take off and they canceled the flight because a crew member called in sick. Apparently they are really good at staffing. They rebooked me on a flight 3 days later. You had one job, Swoop, one job. Can’t really rate that flight since it never took off.
✅ Trip Verified | Hamilton to Halifax. I fly Swoop once a month and have since September 2018. The staff are courteous and helpful, planes are clean and new, and you get what you pay for. As in, bring a personal item and pay nothing more - I love that. Why spend 500 dollars on a flight that lets you bring a carryon when I don't need that carryon? Swoop is a great option to travel for less - honestly you get more than you pay for.
Not Verified | It goes without saying that buying a ticket with a so-called discount carrier prepares you for an experience different from a higher-priced airline. Let's call it lower expectations. However, my experience with Swoop today is something I had not accounted for. I received an email early this morning saying my son's and I flight from London, Ontario to Abbotsford, B.C. was cancelled. Reason? A crew member called in sick. I'm not kidding. Now we are booked on a flight that will get us into Abbotsford tomorrow - a Monday at 2 pm. So, one person calling in sick results in, let's be conservative and say 100 people unable to go to work tomorrow. To say nothing of the holidayers having their plans, and possible flight connections, thrown into chaos. In addition, our planned ride from Abbotsford to our home in North Vancouver, which was going to be my husband today, will now be a cab ride that I'm guessing will be around $80. Of course, my husband could always call in sick tomorrow to pick us up, just to add to work disruption this one person's actions have caused. That said, it's not the crew member's fault. It's Swoops. Are you really telling me they do not have on-call crew members for such occasions? If not, they need to seriously consider a business plan rethink or maybe just shut down their entire operation. Needless to say, this first experience with flying Swoop will be our last. Oh, and one final indignity. I called Swoop today and guess what? Their office is closed on Sundays! Wow.
✅ Trip Verified | We had planned to be at the airport for our flight home from Hamilton Ontario to Abbotsford, BC, approx 2 hours before our flight was scheduled to board. Now, because of accidents on the highway we arrived as they were boarding, approximately 5 minutes late. I had checked in online, so it should have all been fine. As we approached the counter, we were told we were not going to make it on this flight! I did have a little freak out, and then they told us that we could make it on the plane, but our luggage would not! They told us we had to hurry to board, but gave us no options for our luggage, and even said that if we abandon it to board that we would be charged. So, with no options, we had a friend come pick up our luggage and we quickly boarded without our 3 large checked bags that I already paid $150 to have put on the plane. We are now home with no luggage. Now, finally after being on the phone for a day and a half with various companies, I have found a way to get it back that will now take about a week or so to arrive and will cost me another $200. So, now the Cheap airline Swoop, will cost me way over the amount it would have cost me on another airline that would have cared more about me and my family's situation. So in short, do not fly Swoop.
Not Verified | I know this is a budget airline and you kind of get what you pay for. I expect them to up charge for every little thing but this goes so far beyond that. My friends booked both our flights to Vegas from London, Ontario and due to a family emergency I had to fly home to Vancouver. I called in and waited an hour to cancel my flight as you cannot cancel partial reservations online. I knew there was a $100 plus ta cancellation fee but then they told me that the credit only goes on the primary passenger. Even though I am cancelling only my ticket as the 2nd passenger. This is idiotic but I said fine can she book my flight for me using that credit and she can't. It can only be used for when she herself is flying. This is absolutely ridiculous, nowhere on the site does it say this. If I am cancelling my flight why would the credit only be usable to her. That means I literally lose the entire cost of my round trip flight. I have an account with Swoop and have flown before they could easily transfer the credit to me as the ticket cancelled is mine!
✅ Trip Verified | Las Vegas to Edmonton. My flight was delayed by 24 hours. I am in the military and have a contract that requires me to be on base NLT Monday. That gave me two full days to pack and prepare after my trip. Had it been a couple hour delay it would have been fine. So I went to the airport to find alternate arrangements. But there were no swoop agents at the airport to talk to. I called the number on the website and it mentioned paying $15 just for the convenience of calling rather than writing in. I was on hold for over an hour and no one picked up. So I had to find alternate arrangements on my own. I ended up having to pay $660 as that was the only option and it was the least seat. The sign for swoop changed from delayed to cancelled. There has been zero compensation for the flight, for the new flight, or for the ticket I purchased to go to the comic con which I had to miss since the new flight was much earlier and I had already bought tickets. Then I had a half hour window to drive around Vegas to drop off my rental car and get back to the airport which was approximately a fifteen minute ride away plus two shuttles to get to the terminal 3. I am not impressed and highly recomend against Swoop. I'm lucky enough to have got a flight out. The rest of the people were told I took the last seat, therefore they all need to wait a day to get new flights, pay for food and pay for a hotel. This is ridiculous.
Not Verified | Great airline, however I do have a complaint. My husband is 6’1” and requires more leg room. We paid an extra $57 for each of us (4x$57) round trip. The aircraft was not full, and several people who were in the less expensive seats were allowed to move to the $57 seats. I find this very unfair. We should be reimbursed or the switches should not be allowed. I hope swoop reviews this.
✅ Trip Verified | Las Vegas to Edmonton. Wanted a cheap getaway to Vegas and thats exactly what I got. You can’t beat the low ticket price and the “only pay for what you need” model. You’re buying a seat and that’s about it, if you decide you need a bunch of baggage, drinks and food etc it’ll cost you. If you’re realistic about what you’re buying, you’ll have a great experience. Probably the friendliest cabin crew I’ve ever seen and the check-in agent even waived my overweight bag fee because I was only a pound over. Seats are incredibly tight if you’re tall but worth it for the savings
✅ Trip Verified | Hamilton to Las Vegas return. I will begin by saying that flying out of Hamilton was a much more relaxing experience than flying out of Toronto. Both legs arrived relatively on time (with about a 15-20 minute delay). Boarding was speedy and efficient in both instances and the overall experience was more than acceptable. My only gripe with Swoop is their luggage policy. I have flown with other Ultra low cost carriers in Europe (Pegasus, Ryanair, EasyJet) and never had I dealt with the type of scrutiny that these guys place on luggage. I was flying down with just a personal item on both legs. Leaving Hamilton, it was clear that my medium sized backpack fit comfortably under the seat (even though in all fairness when I tried to get it to fit in their "luggage size testers" it was virtually impossible. This was just a regular school sized backback, so this is a word of caution to anyone thinking of stuffing a backpack and thinking of getting away for a weekend with just a personal item. Leaving Vegas to return back to Hamilton is where I encountered my first issue (and probably only issue on this trip). Immediately at the check in counter I noticed that they had people aside (5-6 others) which they had marked as having bags too big to count as personal items. I was told that my backpack was too big and that I too, would have to pay to either have it checked or carry it on board (both fees were in the $75+ range). This is a word of caution to anyone thinking of getting away with it. Pay for the bag or make sure you have a small backpack and can make it work. They gave me a break this time, but based on all the other reviewers here it is very apparent that this is not the case most of the time. Wifi was slow on the flight, the menu surprisingly didn't even have cold sandwiches available, however, snacks and drinks are very reasonably priced ($5-$7 for beers or spirits, most snacks in the $3-$6 range). The aircrafts are all relatively new ex-WestJet B737-800 series planes and in both instances during my flights were clean planes. Cabin crew staff were pleasant and were helpful with whatever issues people had around me. Overall, you get what you pay for. In my case, if I am paying for my flights out of pocket I will definitely consider these guys again. I saved at least $200 Canadian with them for my round trip. Final words - measure your bags and don't take your chances. I got away with it this time but I will most definitely pay for a bag ahead of time on my next flights with them at the time of booking.
Not Verified | I was deeply disappointed with my first (and last) flight with Swoop Airlines while recently traveling from Edmonton to Mesa with my two travel companions. One of my friends arrived at the airport later than she planned due to traffic. Upon arrival at the terminal 59 minutes ahead of flight time she discovered that there were no agents at the counter. She had already checked in the night before but still had to check her bag. Not being able to locate a Swoop representative at any counter, she called us and we notified the gate agent who informed us that “There is nothing that we can do.” After repeated attempts to get help, we were told to tell her that it was too late for them to get the luggage (now 45-50 minutes before the flight). She was willing to fly without her luggage in order to make the flight with us so she left her luggage with her husband and went through security and customs to the gate. We were told upon boarding that she would be let on by the flight attendants. However when she got to the gate the same unhelpful gate agents were in the process of closing the door and would not let her enter. My friend was forced to rebook her flight on a different airline at full last minute pricing We will never again fly with Swoop Airlines and we all shocked by the lack of effort and poor customer service displayed by their agents.
✅ Trip Verified | Hamilton to Halifax. 3 hours before our flight we got an email saying our reservation had be “changed”. It’s actually been cancelled. When we looked at the new “departure time” it was 3 days later. That’s half our trip! We can’t get money back from our Airbnb bookings because it’s too last minute and further more, customer support doesn’t open until 5 hours after this email. Fast forward. I’ve been waiting in Support queue for 1 hr 45 mins. How am I even supposed to problem solve. Ridiculous excuse for an airline, budget or not. We didn’t even take it because of price, it was just the closest and most convenient flight and time. Never again.
✅ Trip Verified | First an email was sent at 3 AM and 4:40 AM the day of our flight saying its delayed. They claimed that it was for maintenance reasoning but checking the numbers of the flight coming from Edmonton it appears that it was because they did not have enough people flying. This is all done at the cost of the customer so that they can save money. A 10 dollar voucher was provided and no other refund. I have made appointment based on this and even played extra to take the morning flight because of my commitments. This is such an inconvenience, with such short notice given and no other options provided other than a 10 dollar food voucher.
✅ Trip Verified | We started our short escape from Canada to Las Vegas and everything was excellent. Flight on time, outstanding ground and cabin service. Brand new aircraft. However, in our way back, during the check in at Las Vegas airport, everything changed. The agent was nice to advise us that the backpacks my wife and I were using as personal items may not fit the permited size. These two backpacks were the same we used in our way in and no issue was noted by the Canadian ground staff. After taking some items (sweater and a pair of flipflop) they fitted in. When ready to finalize the check in, the supervisor approached to my wife in a very rude way to let her know that the purse she was wearing was considered a personal item so the backpack need to pay as carry on (forty some dollars). The supervisor continued almost in a harrassment way pushing us to pay the fee for the carry on. Only for a matter of proud, I stuffed my pants and jacket pockets to make able for the backpack to fit in the company policy measurements. The issue of the fee or the size was not the problem. The harrassment, rudeness and disrespectful way of being treated will make us never flight in Swoop.
✅ Trip Verified | Las Vegas to Edmonton. I booked online a return flight from Las Vegas. I tried to check in, but stupidly I was travelling without my credit card. I went to the counter, put my checked bag on the scale only to be told that I selected carry on instead of checked. Oops, my bad, can I just pay the difference? No sorry, you need to pay an additional 50$ usd. Ok, I only have Canadian cash left. They pointed me to a terminal that makes prepaid debit cards. I leave the line, borrow 50$ from my friend, make the card and come back and it gets declined. It takes .25 for the decline so now I don’t have enough for the transaction. They call a supervisor, she says it’s not their problem the card didn’t work, they can’t adjust the price to 49.75, they can’t check my bag. I ask them to try to figure something out, I have jumped through all their hoops, and the system isn’t working in my favour. No sorry. So thankfully my friend came to my rescue and paid the 50$ on her credit card. So I phone the debit card 1-800 only to find that swoop is considered an international transaction and that’s not allowed. I am certain that someone at the desk would have known that, as they are the ones who instructed me to do this. They were rude, abrupt, and if in fact Swoop gives them no leeway in order to make such small concessions or overrides then this is not the company I choose to deal with in the future.
✅ Trip Verified | Edmonton to Winnipeg. I had a wonderful experience on this airline. This is a low cost carrier so don't expect any extras. As long as you read the instructions on the website and the numerous emails they send you before the flight you will be perfectly fine. I brought a small briefcase bag and it was alright and I did not have to purchase a bag. In the past I have brought a backpack or carry on and had to pay but if you do it beforehand it is a lot cheaper then doing it the day of.