Swoop Airlines Customer Care Phone number | Email 419

Swoop Airlines is a Canadian ultra low-cost carrier owned by WestJet. It was officially announced on September 27, 2017, and will tentatively begin flying in June 2018. The airline will be based in Calgary, Alberta and was named after WestJet’s desire to “swoop” into the Canadian market with a new business model.

Swoop Airlines Official website: http://www.flySwoop.com/en/

Swoop Airlines Online Check-in: https://www.flyswoop.com/check-in.html

Note Web Check-in is on our website 24 hours before departure until 3 hours before departure.

Swoop Domestic: Arrive 2 hours before your departure and 3 hours for international

Check Swoop Airlines schedule here: http://www.flySwoop.com/en/plan-your-trip/flights/flight-schedule

Check Swoop Airlines flight status here: http://www.flySwoop.com/en/flight status

Swoop Airlines Baggage Allowance

View Swoop Airlines Hand | Cabin baggage, Checked baggage, Excess baggage charges, over weight baggage charges, over size baggage charges in the above link.

Swoop Customer care / support

Swoop customer service contact number: 

Swoop Airlines Canada Mailing Address:  22 Aerial Place NE, Calgary, AB, Canada T2E 3J1

 Swoop Contact Centre: 1-587-441-1001

TTY for hearing impaired: 1-587-441-1009

 Swoop Contact Centre Business hours: Monday to Friday: 8AM – 7PM (MST)
Saturday, Sunday & Holidays: 9AM – 5PM (MST)

Note: There will be a fee of $15 plus applicable taxes for new reservations or transactions related to your existing reservation. Please contact Swoop Contact Centre Agent for more details.

How to get Swoop Boarding pass?

Once you check-in online or in person, you will get your boarding pass automatically

Contact Swoop Airline via Social Media (Facebook, Twitter)

Swoop airline Facebook Messenger

Swoop Airlines Special assistance Email / Pregnancy

For any special assistance,

Special assistance Email: [email protected]

TTY for hearing impaired: 1-587-441-1009

Hours: Daily from 8:00a.m. – 4:30p.m. (MT)

The contact fee will be waived for travellers with disabilities.

Travel during pregnancy in Swoop Airlines

Expectant / New mothers may travel up to 36th week of pregnancy. After 36th week, a medical certificate is required to travel. Fill the Swoop medical form and email to [email protected] or fax at 1-844-212-5513 a minimum of five business days prior to your flight.

How to change mistakes in your name, flight date and refund ticket in Swoop Airlines?

Swoop TSA Precheck

Swoop airlines participated in the TSA program. You can pass the security lane hassle free through the Swoop TSA precheck

How to get refund from Swoop Airlines for unused / partially used flight tickets?

  • Cancellations made within 24 hours of booking for travel outside of seven days are fully refundable to the original form of payment
  • No other cancellations are permitted
  • No credits or refunds will be given for no shows.
  • Contact Centre Fee is $15 CAD per transaction.

Through travel agent

  • If you have booked a Swoop Airlines flight ticket through any travel agent, please contact them for a refund.

How to web check-in / online Check-in in Swoop airlines?

  • Online Check-in within 24 hours of departure until one (1) hour before departure.
  • Airport check-in opens three hours (3) prior to departure.

In which terminal / Gate at Harry Reid Airport (Las Vegas Airport) USA,  Swoop airlines will arrive / depart?

Swoop airlines will fly from Terminal 3 T3 : D Gate in Harry Reid Airport (Las Vegas Airport) in USA.

Swoop (Fly Swoop) Airlines Flight Deals / Promotion (Promo)

Swoop Last Minute Flight Deals with promo code

30 % discount on swoop flight between Toronto (Ontario) and Kingston (Jamaica). Travel by 25th October 2022 to 29 th November 2022

Passengers will get 30 % off on basic fare. Origin will be from YYZ and Destination will be to KIN

  1. Visit https://www.flyswoop.com/swoopon/
  2. Book the flight ticket and use the code “SWOOPON”
  3. Valid from 25-10-2022 to 29-11-2022

Book this offer here

Swoop Airlines: Route Map (Where it flies)?


Abbotsford, BC Edmonton, AB Kelowna, BC Ottawa, ON Victoria, BC
Charlottetown, PE Hamilton, ON London, ON St. John’s, NL Winnipeg, MB
Deer Lake, NL Halifax, NS Moncton, NB Toronto, ON

Mexico + Caribbean

Cancun, QR Los Cabos, B.C.S. Montego Bay, JA Punta Cana, Dominican Republic


Kingston, JA Mazatlan, SIN Puerto Vallarta, JAL Varadero, Cuba

USA (United States)

Fort Lauderdale, FL Nashville, TN St Pete-Clearwater, FL
Las Vegas, NV Orlando (Sanford), FL Phoenix (Mesa), AZ

Types of Planes / Air craft available with Swoop Airlines

Boeing 737-800

Queries handled by Swoop Airlines Customer care:

Flight Ticket Booking, Ticket Cancellation, Flight Ticket Rescheduling, Ok to Board, Visa Services, Online Check-in, Baggage Allowance, Duty Free Allowance, Flight Information, Airport Lounges, Visa Information, In-Flight Meals, Airport Transfers, Missing Luggage, Immigration Services, Valet Parking, Meet and Greet, Flight Wifi, Airport Wifi, In-Flight Entertainment, Airport Facilities, Delayed Flights, Visa on Arrival, First Class, Business Class, Economy Class

Is there any problem / complaint with reaching the Swoop Airlines Phone number? Please report any issues using the below comment form.

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419 thoughts on “Swoop Airlines Customer Care Phone number | Email

  • Katherine Paula Zelman

    HI! I just booked a flight and when I was choosing the booking, I wanted to depart from Edmonton to Abbotsford Nov 7, and depart Abbotsford to Edmonton on Nov. 16. I remember clicking that specifically, as I was wanting the $9 deal, but it didn’t count as I was not departing from Abbotsford. Can you please help me? The itinerary did not appear until after I paid, then it had switched. Thank you
    Katherine Zelman

      • darlene hunka

        this is the third time that I am writing to you in regards to an issue that I need help with and did not get any reply to my inquiries… my husband Richard Sinclair was booked on a flight to Hamilton Feb 27/19 and return Mar 4/19 on swoop airlines.(confirmation NYCLPA I think).. due to a medical emergency he was not able to make the flight… being on your customer care phone for OVER AN HOUR AND HALF I was NOT able to get a hold of anyone to cancel …. I am not asking for any credit or refund as my credit card will reimburse me for the cost under travel insurance… but I am needing your assistance in that I need confirmation from swoop that he did not make the flight …and also copy of the flight itinerary and cost (to confirm credit card purchase) as we do not have that information now.
        if anyone at swoop who reads this could send me a copy of that info that would be greatly appreciated! thank you!

        • Barb Larson

          Tried to add modify on Monday which was outside the 7 days before flight For $0 cost but didn’t know if it was confirmed that evening they added me to the queue and I have not gotten a call I tried again today an now it’s wants money to change my booking I just wanted to change our flights i was again told by the robot I was in the queue would still like to change our schedule or get a refund but not willing to pay the $150 per person and $100 per person to change our flight I have COPD and cannot risk flying right now would appreciate a response from someone

      • Saman. Dharmasena

        Hi my name is saman and from Edmonton I try to call maybe 40 times to change my date of arrival on 16 instead of 15 August but no one ever answer it was a mistake that I made as I booked through phone I do not know when can I contact with you guys and when I try to do with on line swoop are charging 113 dollars how can wave this charges please try to answer the phone

      • Krasimir Kirov Kirov

        Same here, my flight was changed without my consent,I want to cancel,but I can’t find email to send to them to cancel,after waiting on the phone for 2 hours,I did not get a chance to speak to agent. Ridiculas.

        • Israel Emmanuel

          I have called and called to cancel my booking.On messenger it virtual, I have booked appointment,I’m expecting a General Practitioner to call me from Cover Health, I have running nose and hysterical coughing with pains in my body. I have done COVID test and it’s negative. Therefore I want to cancel my booking Reservation number CDJ2KR,

      • Kleber

        Could you share their email ?

        I am trying to cancel the reservations I made for my daughter and they would not allow me as I am not one of passenger.


    • DENISE

      I had the same expeinece I booked out of yyz and the gave me the Hamilton airport after I booked and paid my flight . go to the BBB and report them to the better business bereau

    • Israel ocampo

      I had been trying to contact you by phone and email and through chepoair since purchased tickets with them. Every day had been a journey saying no one available on the phone to resolve. I got into motorcycle accident and I am trying to reschedule or get a solution since I am hospitalized.

      please let me know who may I contact to reschedule or get refund

  • Marcel Galli

    Hello, I am currently having issues with Online Check-in for my flight tomorrow from Edmonton to Hamilton, all the information is correct and when I click continue on the second page i get an error message saying my reservation cannot be found, I have emails with my booking confirmation and payment when through, why is can’t the system find my reservation and what is the solution.

    please advise

    • DENISE

      I will definitely report them to the BBB. No one answers the phone at customer service and they changed airports on me
      I need to cxl my flight but no one will help

  • Edward Paulson

    Travelled on June30 to Edmonton from Hamilton, returning on July 1 on same route, and had some POV’s to share with Swoop airline.

    Pros: On time both ways. Courteous staff. Clean interior. Quick take off/landing. Expedient booking.

    Cons: Inadequate seat cushioning. Seat spacing too close. No back position. Staff not capable to help with “Swoop app” to view movies. Ignored twice for help. Staff needed to aid in loading suitcase on belt or slow down the speed. Poor scheduling of three aircraft landing at same time on afternoon on 25th into Hamilton. Selling of coffee/drinks while in turbulence situation, while customers were not allowed to use washrooms. Difficulty reaching phone staff. Many complained of excess high temperature without change on return flight.

    Based on the above observations/experiences, I think it is obvious that I will not be using “Swoop” again. I guess the truism is still in effect that you get what you pay for.

  • V. Gobien

    I have currently been waiting in queue for customer support at Swoop for 1 hr 10 min. Not a toll free number. There is no other way to get the information I need. I have never had such poor customer service. This is both irritating and frustrating.

    • Jerome Bechard

      I am not impressed with the wait time on your customer service/inquiry hotline. 53mins waiting in queue on 1st call before giving up as I had to leave for work…. Presently waiting another 1 hr. & 17mins. without opportunity to speak with an agent! SWOOP getting “KICKBACKS” from “MA-BELL”? My concern is when I booked my flight to Edmonton (WO535) I selected a seat & the system defaulted the same seat for my return flight (WO534) which I did not request as I am returning with my son & grand daughter….! There was also an issue with processing my (VISA) information for payment & the system returned an error but did not identify said error & kicked me back to the payment info screen. There were no omissions or errors…. Judging by the other comments here; SWOOP really hasn’t done anything to correct/improve any of their issues over the course of the last year!!! KEEP UP THE “TIMELY INCOMPETENCE”!

  • Barbara

    Took a return flight from abbottsford to Edmonton, on the way to Edmonton we pre booked our seats on line with no problem. On the way back we were staying at a farm and they did not have a computer so went to the airport 3 hours in advance to get our seats. When we went to the counter we were told that we should have booked our seats on line like everyone else , that all the seats were gone except the exit seats for $31.50. I asked if there were single seats because we did not have to sit together , we were told again that all the customers had checked in on line and all seats were gone not even 1 single one. Very odd, but we needed a seat so we paid , we were not allowed to each pay with our credit card for our seat, they could only take 1 credit card for both seats. I am not sure if they thought we were stupid , that we would not check the seats when we got on the plane , but there were 6 seats that we could see were empty and may be more near the back of the plane. We even marked down the seat numbers in case some one really care about customer service or doubted our comments. This is the first and last time I will fly with Swoop and will tell any one else that I think may use your airlines

  • Norman Bagley

    Hi I have been on hold for 1 hour and 24 minutes.
    I need to talk to a representative to book my seat and luggage.
    Your system will not let me pay and keeps cycling back a page.

  • Yasaman

    I try to call you guys bcs I missed my flight but never answer it’s been more than a week that I keep calling! Also I emailed and no answer!!! Your customer service is the worse!

  • Hang Lam

    I had booked a flight to Edmonton from Abbotsford on Aug 30th and would like to change it to Monday Aug 27, 2018. All else remains the same. Flight time and luggage. I understand that there will be additional fees apply. Can someone assist me with this I have been on hold for 45min.

    Hang Lam

  • G.Caswell

    why can’t you be more up front with your customers, WestJet people do not treat you or penalize this way. They own the business.
    Leaves a sour taste for future business or flights. no doubt your rates are reasonable.

  • Brandon Ramberack

    Looking to get in contact with someone from the marketing or promotional team. Sent an email to the general email address. Please look to get in touch with me. My direct line is 647-785-6383

  • Brendan O’Neill

    I was traveling from Edmonton to Abbotsford , my luggage never arrived in Abbotsford. Filled out some papers at the front desk, wat told to call the customer service number, only to find out that your customer service was closed, sill wait to hear back by email as well… now I’m stuck in Abbotsford with no luggage and no help

  • carmen macnab

    I have been emailing you for days, have sent 3 emails, cancelled my flight within 24 hours, it said was getting full refund, still have not received it, in contact with credit card company & they are not showing refund. Would have been my 1st time dealing with Swoop, being a frequent traveller, not impressed….

    • Cathy

      Im still looking to Modify my flight. The manage my flights site will let you put in your existing flight info but when you hit the change flight button it does not take you any further. I identified that this button is blocked. All I want to do is change my flights to a later time. Thats why there was Modifly put on it in the first place. Now I need to.use it and I not able to. Been dealing with this for over a week now. Flight is schedule for the 10th. Please Swoop fix the modifly system so I can take care of this.

      • Kelly

        Same issue is happening for my family regarding domestic flights in June. Swoop has emailed all travelers in our party to inform of changes they made to the itinerary (forcing the trip to commence earlier and end later then scheduled). Now when we attempt to follow the option to change flights the buttons are grayed out, leaving the only options to cancel the flight or accept the changes forced upon us. SWOOP, PLEASE REACH OUT TO ASSIST US IN CHANGING FLIGHTS!

  • JASPREET Dhaliwal

    I m trying to check in for my tomorrow flight from Winnipeg to Hamilton and checked 1 bag but it is not working not want to pay more at airport let me know what to do

  • Randy Raphael - Travel Agent

    I am a travel agent with Vision Travel and have booked 2 ladies on a flight from Hamilton to Ft. Lauderdale.

    Booking # UE4H7R

    Mrs. Ferrie (daughter) advised me that they required carry on bags so I charged Mrs Szaz (mother) credit card.
    Mrs. Szaz did not want carry on and I would like to have a credit applied to her VISA for the fee of $70.

    Can someone take care of this for me?

  • Susan McDow

    Hi There. I booked a ticket for my mother earlier today – Booking ref# 118-084-581, Airline confirmation G915UD.
    after I paid and printed off her itinerary I noticed I marked her as a male instead of female passenger. I have been calling 1-587-441-1001 but no luck. Are you able to make this change on line for me please. I am scared they will not let her on the plane with this incorrect information.

  • Sylvia Hunter

    I have been trying to purchase bags and seats for my elderly uncle travelling several times and the payment part of the Swoop Website simply DOES NOT WORK. This also happened when I went to book the flight, I had to book through flight network. Now trying to call customer care and have been on HOLD for an hour. Not good for our first time trying Swoop. Can someone please email or call me to sort this out? My uncle is 87 and requires a seat near the front of the plane and I can’t find any way to sort this out.

    • Irene

      I have been trying for days to book a flight with Swoop – Winnipeg to Abbotsford. I am unable to click on a depart or return date. They all say NA. Is the airline still flying? Please explain.

  • Caroline Laskie

    Where is my credit please? You took my money in August for a US flight. You still do not have your license to fly me to my destination so you cancelled my flight. I have lost way too much money rebooking my flights in US$.
    You got your money at point of sale. I have been waiting now 5 days and no credit.

  • Edward Madeira

    Just heard in the news that I will not be flying with you to Ft. Lauderdale on Oct. 26th, as Swoop has yet to receive licence to fly into the USA.
    This does call myself and my wife some problems.
    We are trying to book with another airline at a much higher cost.
    We are seniors and this is an extra expense with were not planning on having.
    As I paid with VISA, could you please refund my account the full amount of $260.93 Canadian.
    I would appreciate that you would do this ASAP.
    My reservation CODE: X29WJL.
    Flight #WO820.
    Edward Madeira
    Mississauga, Ontario

  • Paul

    I have been trying to cancel a flight for 2 days. It will not allow me to do it online “at this time”. I have been on hold with Swoop contact center for over 1 hour and 7 minutes at this point. My last call Thursday to Swoop contact center to get information of the US flight problem was 52 minutes before it was answered. And then no one knows anything. I am really disappointed and will go back to either Air Canada or Southwest. Their communication has been non-existent. I have 9 friends and family flying to the US next week and 2 the week after. No clue how this will be handled.

  • karen mohn

    Talked to agent re cancellation cannot get back to her as phone line is always busy. Sent email a week ago did NOT get any response. Tried phoning many times ALWAYS voice mail saying experiencing higher than normal volume of calls.

    PLEASE contact me regarding my cancellation J58JWP

  • Hermina( Minnie) Meyer

    I was booked to fly from Hamilton to Abbotsford with my son today Sat Oct. 27th Flight #WO109, seat 28F, I erred in bringing ID so I called home and my other son who dropped us off came back after grabbing my license ( I would not be driving in B.C.) it would not pass as it had expired. I have a TEMPORARY one but did not have that on me and it does not have a photo either.. My expired license was a perfect ID with my photo and name. The reason I did not have mine renewed on time is because I turned 80 and have to attend a class first, the date they gave me was during my stay in BC so I have a new date for that after I get back. It was PERFECTLY CLEAR who I was with my pic and name. Is there no compassion ? This was to be my first flight with Swoop,and I am very disappointed.My personal ID does NOT expire, so they had the proof. I’m a widow on a tight budget, that’s what attracted me to Swoop.I have booked another flight for Oct 31st as my luggage went with my son and I’m going for a grandson’s wedding, my return ticket was booked along with today’s. I would like a refund for the flight I had to re-book ,I took the first $99.00 one available which is Oct 31st.

  • Wayne Wood

    Reservation Code LC9NQX I mistakenly made my return on March 17. 2019, instead of February 17, 2019. What do I have to do to change this error, and what is it going to cost me? Not sure how it happened, but it did, and I would like to fix it the cheapest way possible.

  • Sigrid Disher

    I tried to change my flight dates.
    The website only let me do one flight and direct to payment.
    I tried 20 times to do the return flight and got an error message.
    I tried it on mobile devices and it got to payment but with no change to the flight date.
    I have been calling the support number for a week with no luck!
    Please help!

  • Karen Gordon

    Hello, we were very excited to hear of the introduction of another low cost airline however to date we have flown with Swoop at least a handfull of times and every time there is an issue or problem. The Swoop website is inferior and continuously reports errors when attempting to book flights making it next to impossible without multiple attempts to even bookd a flight and the same applies for checking in for paid flights.
    This is a huge customer inconvienience and has made us take a moment to rethink whether or not we should go back to using Flair Air (the competition low cost carrier) and pay a bit more for far, far superior online and customer service. As you may be able to appreciate, the fact that we cannot speak to anyone about our concerns without having to pay for a telephone converstation is ridiculous not to metion very frusterating. Regardlless of what we pay for our flights customer service should be THE top priority for any company serving the public, particularly an airline.

  • Garth Ingham

    My son flew Swoop Abbotsford to Edmonton Friday November 16. Today he was returning with the same bag which he was permitted to take on board in Abbotsford. He was at gate 12 in Edmonton ; the woman at the gate was named Len. She was extremely rude to him, he had no money and she told him he would not be allowed on the plane unless he paid for the bag. He finally called my wife; who was also treated very rudely by the same woman. My wife explained that he’d brought it on the plane from Abbottsford but she would not allow him to board unless he paid. My wife finally gave her visa number and paid for the bag. It is unlikely that we will ever use or recommend Swoop
    to anyone unless there is some recompense for this and an apology from the employee. My son said he has never been treated that poorly by anyone, anywhere. I believe he plans on posting his experience on social media.Hopefully you will look into this and take the necessary steps to correct it. Thank you.

  • ida cummins

    this is the 2nd time I’ve emailed swoop – the 1st time a few months ago & never rec’d a response – today I have been trying to use
    your website to check flights & the website is not working – I then tried to call & so far have been on hold for over 30 mins so I hung
    up – if this is any indication of the service we will receive as passengers then it’s better not to fly swoop – your online reviews are very poor & even though I haven’t flown w swoop (haven’t been able to book a flight) you have convinced me to use another airline

    it would be nice to hear your response to my comment

  • David Ffoulkes-Jones

    I just booked a flight to Edmonton, reservation code C2KWSV for December 8, 2018. My daughter is ill and I need to get there sooner. Can you please call me at 780-700-1952 as I can’t seem to change it.

  • Agnes Roch

    My daughter booked your airlines for X mas she never got her reservations for 4 people and it is charged on my credit card sh3 tried contacting your airline can never get through send me a response or I willhave to take action and put it on social media! Send phone No on this comment or how to contact company


  • Abhishek Somani

    I m trying to book a flight but when i am paying the price, it says Swoops, an error happened.
    We’re having technical problems. Please try again later.
    How can i book my tickets?

  • Heidi Van Der Wal

    I booked flights for my son and his new girlfriend to come home to Ontario from Halifax for Christmas. I sent him the itinerary and he just informed me I spelled his girlfriend’s last name wrong (I put an “e” instead of an “i” in her name. Is this going to be a problem for them? If so, can I fix it? It’s only one letter! Please help! I tried calling customer service, but spent just over a 1/2 hour on hold and never got through.

  • Christina suhrmann

    Hello. I have been on hold with swoop call center for a combined total of 2 calls and 1.5 hours now. No one has even picked up!!!
    By far the worst customer service i have ever experienced.

  • Donna

    On 3 occasions I have waited for over an hour to get through the reservation
    line 1-587-441-1001 to book a flight. Today, (Jan 3) I waited over 1/2 an hour in frustration.

    I require wheelchair assistance for flights.
    Can someone please contact me so that I can book a flight
    to be able to attend my son’s University Graduation in June,2019 in Hamilton!!

  • Fernanda Imperadeiro

    Hi I am looking for some keys that might have been lost on flight W0125 Saturday January 5 Edmonton to Abbotsford. There were 2 keys, one regular and one small post office key as well as a fob for an apartment door. There is a key chain with a picture of baby jesus and mother mary on it. Can you please help me I tried to call customer service was on hold long distance for 30 minutes.
    Thank you

  • bridget turbett

    Hi, I have been talkig to one of your agents regarding a charge on my visa from nov. 4 th. relating to a swoop flight. it says ” swoop reservation calgary AB” one is for $237.98 and the other for $300.98 . i had gone to edmonton from hamilton in october. 3 ppaying with my dads visa. his name is james vincent donnelly. so im just wondering what this charge is. hope yoassengers u can help me. thanks bridget turbett

  • paula cadotte

    we are flying out of abbotsford bc to Puerto Vallarta .march 23…family of 6…I have been reading so many things online .im a little scared..i hope everything goes ok..when I first booked online there was no box to check for luggage..someone at work tole me about it. so I calle dand paid..now im slowing reading reviews do we have to pay for our seats too ?? im super scared that things are going to pop up and we wwill have to pay more at abbotsford airport and espescially Puerto Vallarta airport..paula cadotte and family

  • LOSTAU Christophe

    Bonjour Madame, Monsieur,
    Je me présente Christophe LOSTAU, j’habite en FRANCE et passionné d’aviations. Je vous contacte aujourd’hui, ce n’est pas pour un réclamation mais pour vous demander, pourquoi vous ne faites pas de maquette modèle réduits de la compagnie SWOOP AIRLINES 737-800 en échelle 1/400 ou 1/500 ème ? comme pour les autres compagnies aériennes qui font des modèles réduits d’avions et que des entreprises comme HERPA Miniaturemodelle les vendent par internet ?
    Pouvez-vous s’il vous plait transmettre mon message à votre hiérachie ?
    J’attends votre réponse.

    Christophe LOSTAU

  • Yeo Bee Eng

    Hi team, I need to amend my departure date for my booking no. PIIOO9. please provide me a contact number to call in Singapore.
    My no.90119235.

    Best Regards

    Yeo Bee Eng

  • Robert A Gablehouse

    Hi. Early in the New Year I Booked a
    round trip flight from Edmonton to Abbotsford during the Feb 28_March 5 time frame. I Did not write down my booking number and I don’t know the flight date or number. I did give them my Mastercard number. Would you be able to get me my flight information. My name is Robert A. Gablehouse Thank you

  • Carol Lavallee

    I called yesterday, I am a Travel Agent, I sat on hold for an hour, I will sure think twice about booking Swoop again.
    If someone can call me back at 1-204-985-5290
    It is regarding a name on a reservation, the clients gave me her middle name, although both her first and middle names are on her ID, how can we fix this? file number is M6FG5J Name on file is Doreen Scott, name on ID is
    Wilma Doreen Scott.
    I would appreciate if someone would call me back.

  • Lyle

    On hold for 1hr and 10 mins this am – gave up … waited an hour … and am now on hold for another 50mins and counting. When you look at the thread of comments it is clear I am not the first to experience this pain.

    I am getting a website error to make a change on departure dates for one family member – and paid the fee to allow changes to be made – but the site keeps kicking out errors messages when I select the modify option

    Zero customer service

  • Karyn Imrie

    Booked a flight with you to Vegas from Hamilton, great deal and I was happy. On my way to the airport, got in a car accident, got to the airport and pulled into park and fly, due to all the recent snow, there was NO parking at all. Upon leaving the lot, the scanner wouldnt read my ticket to open the gate and let me out. I pushed the button for help numerous times and no one would answer the call. By this time I am very distrught.
    I called my friend who I had dropped off at the airport door to advise her what had happened and let her know I was still stuck inside the lot and she tried to explain to customer service so I could get some help. All they could advise as that I was going to have to find security, they couldnt call anyone for me. At this point my anxiety is a level 10. By the time I got out of the lot and in the airport door that it was now 6:04 and we had missed the cut off for check in, customer service advised that we couldnt get on the plane scheduled to leave at 7pm as we were 4 minutes late.
    I was then told that my ONLY option was to purchase a seat on another flight. I tried to explain that I had already checked in online and I only had to clear security but still, no one would help me.
    My friends were on the other side, waiting for me to come through security, however your Customer Service people would not let me through. I asked if there was someone else I could speak to and I was told no.
    I left the airport very upset and disappointed as this was supposed to be my birthday trip and my friends were all ready to get on the plane, but I was turned away. The flight ended up leaving 30 minutes late. Not sure how I couldnt of boarded with a carry on, or without a bag as there was NO ONE in line at security at 6:10 pm and I was already checked in online.
    I ended up booking a flight for the next night which cost me an additional $499. Same times as the night before. The next day I got to the airport and it was packed. It took me 90 minutes to get through security. I made it to the other side at 630. 24 minutes later than it wouldve been the night before, it made no sense?
    Upon getting on the plane I met two men in front of me and explained my experience from the night before. They were both shocked as they hadnt checked in on line, and only arrived at the airport at 6:20.
    Please explain to me how they got to board when I was earlier than them the night before and was denied entry and had to pay more than double for a second flight? This makes absolutely no sense!
    This experience was so upsetting as this was my birthday weekend. I had a spa day and dinner and a show booked for Friday and I had to miss out as I missed the flight, All of this was pre-paid. the hoel reservation was also in my name and I had to jump through hoops to get it changed so my friends could check-in. This whole experience left me with a very bad taste in my mouth and certainly not a good experience with your airline. Your customer service people are extremely rude and condescending and not a good face for a new company!

    Please let me know what you are going to do for me,


    Karyn Imrie
    conf # S3CZ6F
    conf # P4N5HC

  • Dr Christofer Murfin

    I would say Swoop Airlines is the worst airlines in the world, at least that I have encountered. I can’t imagine customer service getting any worse. I. Ancelled a trip with them 2 weeks ago, and I have yet to receive the promised refund, or even an email, after emailing them several times, and spending a total of 3.5 hours (yes, hours) on hold with their Customer Ssrvice line. This company is a joke and should be shut down.

  • Caitlin Burke

    I’m looking for reimbursement for flights under reservation code ZDTUX, flights under reservation code Z9EG7D, and our non-refundable airbnb costs which we missed due to your lack of crew. I have called, emailed and sent multiple facebook DMs only to be ignored. I will be shocked if your company lasts considering your lack of customer service and remorse for when you mess up. Please get back to me on how I can get refunded for this trip that never happened. I’m out $700 USD and extremely fed up with being ignored.

  • Holly Sefic

    I have been trying to contact you both by phone and by email and have not received an answer from either. What is the best way to contact you where is your office?

  • C Shell

    Have now been on hold for 1-1/2 hours. No one is picking up the phone.
    Have sent numerous e-mails over the past two weeks…..no replies…
    My return flight was canceled and rescheduled two days later.
    I need my out of pocket expenses covered for the two day delay, but no one is returning my e-mails
    and no one is answering the phone.
    Great rates as long as nothing goes wrong…but if it does, they don’t want to hear about it.
    I will keep sending e-mails and keep calling……good thing I am retired and have the time for this BS.

  • C Shell


    The phone was finally answered after a two hour wait (thank God for speaker phone). My issues were resolved, not to my liking, but resolved none the less. They were polite and respectful…….they just need more people answering the phones….

  • maria Paz Gil

    Swoop Air Company
    Dear gentlemen:

    Yesterday, february27 /2019, we bought trought e-dreams portal, two airlines tiquets, Halifax – Toronto , june 20 2019.
    We received the e mail confirmation of the reservation and payment with another destination: Hamilton, and not Toronto, as we requested.
    We have contacted e dreams, and they said that only you Swoop Air Company can change the destination.

    I ask you to fix that mistake, and send us new boucher Halifax Toronto. The reserve is W34JFI

    Our names:
    Eduardo Raul Naumann ( 67 years) and Maria Paz Gil (65)

    Plese confirm us this change by this e mail.

    Thank you for your atenttion

    Maria Paz

  • Kenneth Jacknicke

    I would like to find out the progress in finding my lost bag on flight WO 753 from Las Vegas to Edmonton on February 28 which did not arrive with the flight. The baggage tag number is 0995404660 and was a red suitcase checked in at Las Vegas prior to the flight but did not arrive in Edmonton.and a lost bag report was completed at the Edmonton (YEG) airport prior to exiting the customs area. I am concerned as some of the contents if the bad are of considerable value to me (e.g., hearing aids). Please respond with an update.

  • Ken Chrzanowski

    on the phone as i am doing this, customer service terrible. I booked and paid for my seats now, i did not realize that i could book on line 24 hours before leaving for no charge, i”m not leaving till Aug. 23,2019 ( 6 months) I would like a refund or at least a credit, my daughter could use it because she will be going also. there will be a number of people going from winnipeg to Kelona ( wedding ) I would really appreciate some one to contact me

  • Marilyn Draganuik

    Hi there: I have not been able to connect to any customer service reps since last week. Called multiple times. There was a spelling error on 2nd. passenger’s last name. Last week a customer service rep. corrected it for me & told me she would send a new itinerary. For some reason this did not get corrected. Please have someone contact us so we can fix this. Thank you Marilyn Draganuik

  • Scott Whipps

    You can publish my email or anything else for all I care. JUST PLEASE EVER ANSWER YOU PHONE LINES. This to be honest is RIDICULOUS the fact that I am now sitting on hold now for the 3rd time and wait so far has been 43 Minutes. Twice before after 30 I hung up. This multiple times different days. So it obviously an issue you just don’t care to address. I have a serious issue and need fixed or a call back please. I am traveling with Granddaughter and entered her last name wrong. Need it corrected and cannot do it myself on your site. My fear is they will reject us at airport cause not a ID states.

  • Sharon Arseneault

    I sent this to Swoop on their website…no contact info to complain.

    I am writing to you to express my dis-pleasure at the policy and methods of Swoop Airlines. I was so excited by your new airline it wasn’t just the great low fares, but that it flew out of Hamilton instead of Pearson. Pearson Airport can be hectic at times and this was a nice plus that you airline offered. In December my husband, myself and our grand-daughter had the first opportunity to use Swoop Airlines. We booked a flight to Orlando to go to Disney and Universal for their Christmas celebrations. Unfortunately the experience with Swoop was less than satisfactory. The plane was canceled and we were rudely told either get on the Tampa flight or no flight at all. That was exactly how it was put to the passengers. The customer service from the staff was poorly prepared and pathetic at best. We were also told a bus would take us to where we needed to go once we got there. Well, once we got to Tampa around 12:30 in the morning there were two lonely individuals standing alone at the empty and closed Tampa airport telling us we had to figure out our transportation to wherever we were going. We took a Uber all the way to Orlando and arrived well after 2:00 in the morning. We took this all in stride, only asked to be re-imbersed for the Uber and put this experience to these things happen and you guys are new start-up though you are owned by West Jet , who are established. I told many individuals to check you out for your low flights, never mentioning catastrophe of the Orlando trip. Which now brings me to my latest issue with you. If this is not resolved to some sort of satisfactory ending I will never fly with Swoop again, and for future flights I will pick a reliable, user friendly airline.

    I go yearly to Florida for my mother’s birthday in May. I am originally from Florida and my family resides there. This is a way for us to connect each year. I decided to try Swoop again and booked a flight for the 18th of May and could not book a return since you do not fly past the 18th into Tampa. I booked the return flight with Air Canada. I was waiting to see if I would be taking my grand-daughter who is 7 with me when I booked my flight. Once everything was confirmed to bring her too, I proceeded to call Swoop on March 5th to book her as well. I wanted to book the flights today so I could secure her seat with you and Air Canada. First the wait times to speak to someone is atrocious, but you are a dis-count airline and I guess I get it. Air Canada gives you an option where someone will call you back, you might want to look into it. Almost 2 hours later my call is answered and immediately I am told I can’t book her flight. I could not get anyone to properly explain why this can’t be done, other than this is policy. I want to book another fare, ready to pay you money and I am turned away? I was told I had to cancel my original flight and re-book the both of us. I asked is there a cost to this and was told yes. Here is what I was told that my original flight was 155.74 and that to cancel it the fee would be 141.75. Then I re-book myself and my grand-daughter. Ok, how is this policy…it is more like thievery. To say I was happy about this is an understatement, to be very clear I am not ok with this at all. I explained I want to purchase an extra fare and I am robbed for my first fare. How is this acceptable, when I want to give you more business. I asked to speak to a Manager, and a Brianne came on the line to speak to me. She said to me that Swoop can’t compensate me when I want to add a flight. I asked how is this in any way compensation to me. You are taking more from me, and it is unreasonable. It is double the cost for my original fare to re-book based on the answer from Swoop. I stated that if I had to cancel my flight then lose the cost of my flight why would I ever want to re-book with you. This entire experience has left a bad taste in my mouth with your airline. I let the first experience go, but the very next time I book with you it is robbery and a hassle. I am sorry to express that this will forever change my view of Swoop and will be reluctant to do any further business with you.

    In closing, I wanted you to be aware of this and see if there is any way we can look at this situation to come up with a better resolution.

    By the way Steven Redway CPA CMA is the Executive for Swoop Airlines…anyone got contact info for him or Edward Sims CEO Executive for West Jet?

  • W. Brook

    I drove my nephew and his three children to YEG on March 7, 2019 for their flight WO506 to YWG. They had no bags to check, had their boarding passes (on line), so went directly to security where they were informed that WO506 had been cancelled, and were directed to the Swoop counter. Here they were advised that their tickets had been rescheduled for WO506 the next morning with no explanation. Now they had to hire a cab to return to Edmonton, and I had to make another trip to YEG on March 8. What compensation are they entitled to?

    His name is Bryce Draper

  • Trish Burke-Dodds

    I just have to say, WOW, Swoop. I have never been treated so poorly by a company in all my years. Their attitude is, “we don’t care” and we don’t care if you know that. I was travelling to visit a pallitive sister in Halifax. Six hour delay in Edmonton then a seven hour delay in Hamilton. That isn’t bad enough but there is no information to let you know what is going to happen next. I go up to the kiosk in Hamilton and the representative, who is all attitude and ponytail swinging (and bothered that I interrupted her gossip session with her colleague) points to a sign on the counter for me to call when I ask her what is happening with our flights. I call the 1-800 number which is closed for the day at 6:00 pm. (of course) I ask the woman where my luggage is for pick-up and she begins to admonish me for leaving on the belt as it is a safey concern for security. I then tell her the “Customer Service” booth for Swoop had no one there so I waited in a line for 20 mintues to ask her for help. She kept repeating that I needed to go get my luggage off of the belt. Two hours later there was still lugguage going in circles on the belt. I said to her, “you aren’t hearing me”.
    All in all, you get what you pay for, but that does not mean after paying hundreds of dollars you should be treated poorly. My husband unfortunately flew Swoop 2 weeks later and believe it or not his story is worse than mine. He is still later waiting for a response on a credit they owe him. My prediction is they are going out of business soon. Swoop…..there it isn’t.
    P.S. I have pictures to document all of this.

  • Bob

    All 737’s Max 8’s have now been grounded…….passengers may now call 1-800-Oh-Shit to find out where to pick up their scooters…

    We apologize for this inconvenience….

  • Richard Gehres

    I have been trying to book tickets on Swoop for the last 2 days when I try to fill it out it comes up as Oops a error has occurred I tried Flight Hub gave them all the information when the contacted Swoop for conformation the said the could not book it because prices are changing constantly I don’t understand this was a flight from Fort Lauderdale to Hamilton tried to call myself after waiting 45 min on phone I gave up I was looking for a alternative to Pearson but something is terrible wrong with customer service. Please text me back and let me know were the problem ls in future if I try to book I don’t want to be wasting my time . Thank You

  • Russell Price

    Feb 14th/19 I was traveling with Swoop from Halifax to Hamilton, my flight was cancelled, rescheduled for Feb 15th, cancelled again till Sat 16th. I tried calling and emailing the numbers given on the itinerary, ( 4 emails and 3 phone calls) no response. Customer service is a big “0”, rudely treated when I checked my bag then again during boarding when we were advised that they handed the flight to another carrier Canada North. We were told told seat assignments were no longer valid,( I paid extra to be upgraded,) when I asked how to be reimbursed I got a shoulder shrug! There were no inflight services, coffee, cold drinks, etc. The biggest problem is no contact with this airline to get answers when things go wrong, and when you ask their front line staff you get attitude. Plans and reservations that have been made at your destination have to be altered and changed. Worst customer service I have ever had flying. Rating “0”. Still waiting to hear from them!

  • Darshana Chouhan


    My name is Darshana Chouhan and we are travelling via Swoop this Wednesday, 20 March 2019 and need to speak to someone regarding baggage. I am still on hold for your customer support services for over 1.5 hours and no luck.

    Can I get some assistance urgently please as I would like to arrange as many things as i can before I leave.

    Many thanks.

  • Patti Toogood

    I am writing to express disappointment that I just received my phone bill with a $90.00 expense after having waited 164 minutes to speak with a Swoop customer service rep. How is that possible that Swoop does not have a toll free number? And, the website suggests passengers contact the airline through this number. Why would this be a recommendation if it is not toll free?

    My son was travelling on a Swoop flight from Halifax to Hamilton on Thursday, February 14th. Initially due to inclement weather and later, due to a shortage of staff, his flight was canceled TWICE and delayed TWO more times. He was calling Swoop to find out if he could cancel his ticket or what his options were. He had an engagement in Ontario and had to back for it on Saturday morning. This is why he booked a Thursday afternoon ticket. He wanted to ensure that:

    No.1 Cancelling his ticket that was a possibility and he would then book with another airline, or
    No.2 To receive an assurance that the flight would leave as it had the staff available.

    These questions were not something that could have been addressed through an email thread. The timeline was too tight.

    Is there compensation for this outrageous expense? We are relatively new to Swoop and had hoped for better customer service.

  • Arthur Clarmo

    My name is Arthur Clarmo reservation #A758FG flight WO808 March 13/19. My wife and I paid for extra leg room and did not get seats with
    leg room.We are requesting a full refund for that charge.
    On our return flight WO715 we have again paid for extra leg room and checking with your flight attendant we are not in the extra leg room seats, this is now WED. we fly out Sat. 23rd. can you PLEASE put us together in the area 2-8 DEF definitely not row #1
    We are at this temporary email address until Sat 23 12 NOON PLEASE RESPOND

  • darlene hunka

    this is the second time that I am writing to you in regards to an issue that I need help with… my husband Richard Sinclair was booked on a flight to Hamilton Feb 27/19 and return Mar 4/19 on swoop airlines.(confirmation NYCLPA I think).. due to a medical emergency he was not able to make the flight… being on your customer care phone for over an hour and half I was not able to get a hold of anyone to cancel this…. I am not asking for any credit or refund as my credit card will reimburse me for the cost under travel insurance… but I am needing your assistance in that I need confirmation from swoop that he did not make the flight …and also copy of the flight itinerary and cost (to confirm credit card purchase) as we do not have that information now.
    if you could send me a copy of that info that would be greatly appreciated! thank you!

  • Rose Macdonald


    My husband and I recently flew to Winnipeg from Hamilton, and found your service to be exceptional. We are now trying to book a flight on line departing from Hamilton ON and arriving in Las Vegas NV. Regardless of the dates I select from the calendars you provided, the message I receive reads ‘NO FLIGHTS AVAILABLE’. Can you please let me know what I am to choose to book a flight to Las Vegas some time this year.

    Rose Macdonald

  • Carrie Tellier

    I had the worst customer service experience on our flight with SWOOP, Saturday March 16, Flight W0713.

    Firstly, before anything happened directly to us and our son, I was noticing the way the flight attendants were speaking to other passengers regarding their luggage or seating, etc. and although it was with relatively acceptable words, there was almost always an underlying tone of annoyance. Even before it affected my family directly, I was thinking I did not think they were great at their jobs or at making passengers feel welcome and assured.

    This was our experience…
    Our flight was delayed by an hour. My son, who is 17 and has Asperger’s, was waiting in the airport for our flight and started feeling ill, then started vomiting. He has only flown twice and we weren’t sure if it was motion sickness from driving to the airport, anxiety about the flight or something else.
    When we got on the plane a flight attendant saw him vomiting and asked if he was ok. We said yes, he was, this had just started and we thought it might be motion sickness. She left but returned a few minutes later with eyebrow raised and in a sarcastic tone, said “How can it be motion sickness? We aren’t moving” and I replied that it might be nerves, we didn’t know, it had just started. She walked away without saying another word.

    Our seating arrangements were that my spouse and I were sitting in the emergency exit row with an empty seat beside us. Across from us, was a single woman and two empty seats. Our two sons were sitting in front of us with an elderly lady beside them. The lady, upon seeing my son being ill, wrapped her winter jacket around her face and was clearly uncomfortable.

    When the seat belt lights went off we moved our seats around thinking of everyone’s comfort, including the poor lady sitting beside the sick teen. My spouse moved across the aisle where there were two empty seats. My ill child, came and sat with me, allowing me to care for him and leaving the row in front of us with our other son and the elderly lady and an empty seat between them. My ill son, eventually fell asleep and therefore was no longer vomiting. Everything was peaceful for approximately a half hour, and then another flight attendant came back to say that since my son was sick, he could not sit in the emergency exit row. They woke him up and made him move, which then brought on another bout of vomiting. The lady in their row was obviously annoyed that my son was back.

    In order to at least give her and my ill child some space, we had our other son come sit beside me in the emergency row. My sick child fell asleep again and stopped being ill. 20 minutes later, a different flight attendant came and asked the age of the child sitting next to me. I said he was 15 and they replied that he was too young to be sitting in that row. This boy is 6′ tall and 200 lbs. He does not look under 16 and he is the size of a grown man. The only way they would have questioned his age, is if they were looking for reasons to cause problems. I then said to them, “Are you saying it is better to have 3 empty seats in the emergency exit than him here?” They replied, “yes”, and once again my ill child had to be woken up to allow the other to get to his seat.

    There was no consideration made by your staff for the poor lady sitting in their row. No consideration to the poor, sick teen who would rather have been anywhere than there at that point. There were 100 things they could have done to make that flight easier on all of us, but instead it felt like they did everything they could to make it miserable.

    If this is the type of customer service being provided by SWOOP, I have no interest in flying it again. Disgusting.

  • Karen Mihok-Franklin

    We flew Swoop from Hamilton to Orlando on flight 810 on April 9, 19. My husband’s luggage was extremely damaged and is no longer useful. We have taken photos and would appreciate compensation for the bag as it has to be replaced before we return to Hamilton from Orlando on April 17,19.


    very, very unhappy with this Airline, Swoop was very unprofessional, rude and not supportive. Will NEVER travel with Swoop again and will tell everyone I know to never fly with Swoop. I lost over $1100 with cancelled flights and waiting over 2 hours for customer serive with no return call for follow up or any resolution. Very bad service and rude.


    Do not fly with this airline!!! Terrible customer service!! Thinking about going to the local news to get back the $1000 I am owed but the airline will not pay back or return my calls!! hours on hold, no toll free phone number!

  • Vicky Skrabek McLeod

    I would like to acknowledge a young lady who helped me with a flight change and an additional booking. Her name is Zara and her number is 800466. She was very polite, patient and helpful. I appreciated the service that I received from her. Way to go Zara!

  • darlene hunka

    hi .. I received a email “exclusive invite to save 15% off base fares” today and tried to book a return flight to vegas from edmonton… my departing flight (june 19/19) meet the requirements for the discount but when I went to book it reduced the fare from $119 to $114.67 which is not 15% off…it should of gone down to $101.15… I realize that the amount difference is not huge money but why does the code troop15 not work properly???
    please advise before the code expires on april 18th… thanks!

  • Jaspreet Seerha

    Hello there,

    I tried calling you many times to cancel my flight but i was unable to reach regardless of operater hold. Please cancel my flight reservation W4CDNF flying on 6th May. I wouldn’t be able to make it because my meeting is cancelled. Can i please get full refund on the same card i paid with as per your cancellation policy. Secondly, My friend book a flight for me for February 10 and my returning flight was on February 24,2019 which was delayed so i was not able to use the second half of my flight if i can get swoop credit for it. I sent an email about it but customer service sent me an email stating i have to call when i call no one answers. I would really apppreciate if someone can reach me back regarding my flights.

    I hope to hear back from you soon.

    Thank You,

    Jaspreet Seerha


    hi my self jerin saju .i will fly to hamilton on 26 april 2019 from halifax (flight WO115) .but unfortunately i have lost my reservation number. So i kindly request you to please send my reservation number for the given details
    seat number 27 D
    DATE:26 /04/2019

  • Kathryn Futcher

    It is impossible to talk to anyone at Swoop. My luggage did not arrive and after numerous attempts to contact them by phone, waiting excess of 1 hour on hold while paying long distance charges I still have no information and no luggage.
    Extremely unhappy with Swoop. Beware!

  • Patricia Debrusk

    On April 10th, 2019 I flew from Tampa to Hamilton on flight 709. There were 4 flight attendants and I had the opportunity to interact with 2 of them during the flight.
    I have never liked flying and it had been a few years since I had flown so I was very anxious and as it happened the flight was a very rough one! For a number of years I have been the sole care giver for my ailing husband and one of my fears was who would look after him if anything happened to me.
    During the flight one of the attendants- Amy took the time to come and sit across the aisle from me and chat for about 10 minutes. That really helped my anxiety level. A little later Hanna came and also sat across and spoke with me for several minutes. Both were very caring and great ambassadors for your airline. Please see that they receive my late but very heartfelt thanks.

  • Eric Hiltz

    I have been trying to book flights from Halifax to Hamilton for 3 days and I keep getting a ” Swoops” error and “try again later” message . My dates are June 4 – 12 for 2 adults . Please advise .


    could someone please phone me or even an email……last night while booking and paying for my flight…I made an error on carry on luggage for my flight …reservation # UEKJFR May 24 from Abbotsford BC to Edmonton AB…return May 29,,,,, I paid for carry on and checked…I don’t have carry on….I would like to be refunded the $70 plus taxes for the carry on…..I phoned this morning at 8:30am on hold for 30 mins….tried again at 9:20am for 20 mins on hold….I have to pay long distance charges for these calls…I’ve sent 3 emails………no response….please contact me….thank you…

  • Brand Magnus Baluyot

    I cancelled my booking within 24 hours of initial booking and I haven’t received my full refund. I tried to call you but I was put on hold for more than an hour.

  • Marianne

    I just sent this e-mail to go public @ the CBC:
    Hope You’re having a good day….

    I’m so upset I could SPIT!

    On Sunday morning (May 19th) my daughter was set to fly Swoop Airlines out of Hamilton Airport to Winnipeg. (Leaving @ 6:45 Eastern time)
    She lives in Waterloo and was coming home for my sister’s 70th birthday (that day) and my husbands’ 60th the following Saturday.
    She arrived at the airport at 5:10 am after spending the night in an Air BnB in Hamilton (to ensure that she would be nice and early)
    She says the Hamilton airport was busier than usual but the line up at the SWOOP to check in counter was huge – about 60 – 70 people?
    There were 4 Swoop employees checking in passengers.

    As the wait time stretched, my daughter – Cheyenne was getting uncomfortably close to her boarding time.
    She tried to get the attention of someone to let them know her flight was leaving soon, not very successfully as all staff was busy and there was no one else to talk to!
    At 6:15 she got to the counter only to be told that they shut down check in for her flight at 6:10 am
    The boarding personnel told her not to worry, having missed this flight they would fly her the next morning, same time.
    They said the customer service line would be open at 11:30 am, she could make arrangements.
    However, later that day someone from Swoop did phone her and tell her there was no room on the next morning’s flight.

    My husband & I have a screen shot of the flight booking site that they were referring to with SIX seats available to purchase!

    She sent numerous e-mails to their sight asking them to get back to her – no answer – Sunday & holidays – no service center.
    I just received a phone call from her today at 1:43 pm Central time where she told me, after waiting on hold for 2 hours the person she talked to basically told her that she was out of luck. They would not give her another flight because they couldn’t prove that she actually WAS at the airport an hour and a half ahead of time!!!

    So, we’re out over $300.00 for her ticket not to mention the UPSET all-round, she missed out on her aunt’s 70th (hasn’t seen her in 2 years)we’re supposed to go to the Cher concert tonight – chalk that to another disappointment.
    Financially, we’re OK but to shell out another 500 – 600.00 dollars for another flight is a bit of a hardship.


    I can’t even talk to a REAL person so I can’t complain in person! I’m thinking this is intentional….

    Now, as I understand it, where is it right that an airline can sell huge volumes of tickets without the obligation to provide sufficient staff to properly check in/board them.
    Does this make sense to you? If you’re not checked in you don’t exist, henceforth, the inability to PROVE that she wasn’t there on time – but my money existed and THEY TOOK IT!
    My kid never even got to the plane and I’ll never get an apology or MORE IMPORTANTLY any compensation.
    They’ve lost a customer and I hope this is a cautionary tale for anyone who’s tempted to fly this budget airline….
    IS CHEAPER BETTER? I really wonder….

    I understand that WestJet owns Swoop, WestJet = an airline that prides itself on employee ownership & customer service…
    I’d be curious how they would see this situation?
    ….Oh yeah…they just SOLD WestJet to ONEX, didn’t they? Good luck to me!

    Marianne Carroll

  • Connie Saccucci

    My flight was from Abbotsford to Edmonton June 4 2019 but my luggage did not arrive with me in Edmonton, and I have been phoning for 3 hours straight now with no answer to the 585-441-1001 number I was given at the airpot to get help. I have tried on the online help address at [email protected] with no success of getting help to find my luggage. I need it today as all my medications are in my luggage.

  • Bonny Rambarran

    seriously – I WANT TO TALK TO SOMEONE!! I flew to Edmonton from Hamilton on May 19 — home on the 27th. tried contacting you on-line a week ago – HAVE HEARD NOTHING.
    When I open my suitcase in Edmonton the lock was not on properly (and I KNOW I locked it). I was missing a purple wash glove, Then when I came home and put everything away I realized a small bottle of shampoo was missing. Neither of these are really a big deal, EXCEPT FOR THE FACT THAT MY SUITCASE WAS OPENED. AND THEN THERE WAS A PAIR OF DIAMOND EARRING MISSING.


  • Ron Nauta

    I was charged twice for a flight yesterday from Edmonton to London. Conf # E8UK5A. My name is Ron Nauta, can you supply refund, as clearly I am one person, not 2.
    thank you,
    Ron Nauta

  • Fay Bellefontaine


    I booked my flight some time ago and paid for my baggage for both of us in advance.
    I checked your policy on personal carry on and I have a carry on that 16 x13 x 9.
    Your maximum size is 16x 6 x 13. I am attending a wedding that I need to travel from another city so I wanted to take a small bag. I don’t know if my bag qualifies for a personal carry on. I have already paid $160 for baggage. Please let me know. I can’t get through to your office. My flight leaves on Friday.

    Fay Bellefontaine

  • John Cox

    To whom it may concern I have been ob hold a total of 1hr 44minutes my wife is traveling from Halifax to Hamilton & back to visit a dying relative. She is booked to come home Sunday evening, but her sister in-law has slipped into a coma and she would like to come home early. Unfortunately I think Im doing something wrong as I can’t seem to be able to find a reasonable cost to change her flight. Could someone please call me @1 902 691 2701. Oh yes her reservation # is O2CPPY.

    Thanks so much

    John Cox

  • Curt Thompson

    Nobody answers the phone!!!!!!!!!!!!!!!!!!! I have called back 4 times and been on hold for over an hour each time!!!!! I booked a flight 14 hrs before the plane left, I made a mistake and tried to call back within minutes of booking, no answer!! I booked ANOTHER flight to cover my mistake. went to the airport the next morning, spoke with a person at the SWOOP counter and they said they cannot help me. They said there are absolutely no refunds/credits issued. I will call my credit card company to resolve.

    • Editor G

      Hello Curt, Sorry that your issue is not resolved. Please note we just airlines info website and not the official website.

  • Mohammed Abedeen

    Just got hung up on again! Total waiting time 4 hours. You lost our luggage on a flight this morning! We cant get ahold of anyone. We have nothing right now and NO RESPONSE FROM YOU!!! We emailed and called many times! Nothing! We are tired and dirty and have not heard a word from you guys!

  • angelo

    the travelers support should be changed to travelers UNSUPPORTIVE we got your cash now screw you help line!!!!!!!
    The WORST Call help center in the world!!!!! I have called 5 different days and at different times stayed on the phone for 45mins and nothing. I also emailed [email protected] 2 times and NO response.

  • Patricia Zwinkels

    I am cancelling my trip to Vancouver, BC on July 6th, 2019, Reservation number# T7U8UJ, Flight number: WO123, RETURN DATE: July 7th: W0120 737-800. The bookings are under: Patricia Zwinkels and Jamie Baker.

    Due to the unsatisfactory response I received from one of your associates: Nancy, we will not be booking with your airline in the future. If this is how you treat your passengers, I am quite sure there will be many more unfavorable reviews of this airline. I shall be contacting the media on this matter and possibly contacting a lawyer.
    Despite numerous emails sent, I have yet to get one response!

  • Cardy

    If l left something on a flight from Edmonton to Hamilton, who do l contact to come pick it up. Does Swoop have a lost and found. l contacted the airport admin number and they said because l left it on the flight l have to contact airline directly. l have been on hold for over an hour with customer service. Please help!

  • Joakim Wassberger

    We were booked today at 9.05 to Fort Lauderdale W0820 booking #L8BN2D. We want to be fully reimbursed for our tickets and luggage. Our new ticket we had to book was 600 $ us mores expensive! We want to be reimbursed for that too. Been in a phone line for about an hour now….
    We have two kids arriving in Fort Lauderdale TODAY!!! Rentalcar etc.
    Reply to this ASAP……

    • Editor G

      Hello Joakim Wassberger,
      We could understand your issue, but sorry that we can’t help you on this or escalate this to Swoop airlines. We are just an airline info website and not the official Swoop Airlines. Kindly contact them directly to get your queries answered.

  • Hamsa Al-Hamami

    Hello, i hear there has been a lot of cancellation lately, my flight is July 20 and i would like to know if it will be cancelled or not because i need make another plan if it will be cancelled. please let me know. thanks

  • Janet martin

    This Swoop Airlines are a joke. I’ve spent the past 6 hours on the phone trying to get answers. I am heading to Yelp next. I encourage you all to make your issues known on Yelp and every other social media and form that you can.
    This Airline should be shut down. They are charging hidden fees. They also use American booking sites such as Onetravel who charge in American dollars for Canadian trips within Canadian boarders on a Canadian Airline – SWOOP. Everything you do on the Onetravel site – booking flight, hotels, car rentals, luggage (yes you pay for luggage and carry-on’s) is charged in American dollars. Imagine, if you will, Canadian that you are taking a trip in Canada on a Canadian Air line and being charge in American dollars.
    Over the past 7 hours on the phone, I have spoken to at least 4 men from India, each of which has told me that I am not listening, when it is painfully obvious that it is they who are not listening or communicating effectively. I have been bounced around from department to department for the past 7 hours. Swoop is a Canadian Airline and they should not allow these travel agencies (Onetravel) to charge Canadians in American dollars for services within Canada. You may think you’re getting a deal by using Swoop, but you are sadly mistaken…the hidden fees, frustration, aggravation, and time spent trying to sort out the crap,is less than worth it. Westjet is bad and now they’ve brought forth an even worse service to Canadian people. They too should be out of business. I’ve written reviews on them as well. Shame on the lot of them. For the love of Pete – hire Canadian people to do the job and fulfill Canadian services.

  • Carol Archambault

    We took a return flight from Kelowna to Winnipeg on June 28, 2019. We paid for 2 carry ons times 2. $140.00. When we got to the Kelowna Airport, we had to put 1 of our carry ons in the baggage. They charged us an extra $52.50. We were only supposed to be charged the difference. So actually we got charged $87.50 for 1 baggage.
    Our flight no was W0416 leaving Kelowna to Winnipeg. We would like the difference sent to us.
    Thank you
    Fred & Carol Archambault

  • anita bhatara


    We made the reservation for my son and paid extra $20 for to change the flight confirmation # C7CY7T. I tried to do online but its not working problem in your system. Please advise we are very loyal to Swoop air line most of the time we used your airline. We need to book from Edmonton to Abbotsford from August 2-10th.

  • Vyom Sanghavi

    I had been trying to contact you by phone and email since purchased tickets with them. Every day had been a journey saying no one available on the phone to resolve.

  • Donna Bunton

    I have been trying to contact an actual person to inquire where to forward my receipts for compensation due to cancelled flight. I have messaged Swoop Facebook as requested however again no response.
    Flight WO110 July 7.delayed then cancelled.
    Reservation D5RMfZ. Passengers. Donna Bunton Terry Plain. Winnipeg to hamilton.
    No representative was on site or email received to assist. I had to rebook on westjet for following night to Toronto and take taxi to hamilton to pick up car.then drive 2 hrs home.
    Costing additional $1207.76 as swoop offered new flight 6 days later..seriously.
    Comfort Inn hotel $120.30
    Food $66.95
    Car $49.35
    City air taxi $120.00
    Gas $9.50
    I am aware safety comes first however the situation was handled very poorly and unprofessional .
    I am requesting this matter be addressed promptly as these charges are on my credit card which I should not be responsible for. (Not to mention the $2000. In wages we are out). I will not stop at this email.

  • Karen J Burns

    Recently I called Swoop airlines 441-1001 and today got my phone bill , wow ! total for 37 minutes and cost me $41.83 . The lady I talked to assured me I would not be charged ., because I had called to inquire about the modify policy on our flight .

  • Anita Goertzen

    I made a mistake when booking on my phone. I booked 2 seats on same Swoop Air flight by accident. I have been on hold in to your direct line 1-587-441-1001 for over 1 hour. I am paying for this call. Its not toll free. I have limited time to correct this error according to your cancellation policy. I DISAPPOINTED & NOT HAPPY!! I need a Swoop Service Rep to help me. My email is below. Have a Representative email me. Thank you

    • Editor G

      Helo Anita Goertzen
      Please contact the official airline page ASAP.. This site is a generic airline info website and we are not the representatives of Swoop Airlines.

  • Simranjit brar

    Hiii, i was trying to calling you guys from last 2 weeks . Waiting for hrs and hrs to pick up the call and did emails didn’t get any respond back. I was choosing flight for 14 july but i remained on 13 and got pay . Still waiting for call back qnd email. And get my money back. It about 350$ and i booked at a moment. You guys have very bad customer service regarding responding to complaints.

  • Frances LeBlanc

    my husband and I will not be able to travel on July 31 to my family reunion in Halifax.He has a back injury for the last two weeks and cannot work stand or sit for any length of time. can swoop offer us any future credit or reimbursement for the future. If you need any medical forms to prove his injury we can obtain them

    • Editor G

      Dear Frances Leblanc
      Please contact the Swoop Airlines directly, this site is dedicated to provide the contact details for all airlines to our users.

  • Sandy Bearrows

    Good Morning,
    We own the Denny’s Restaurant at the Orlando FL International Airport (MCO). We served some Swoop customers (June 8-9) with meal vouchers awarded them when their flight plans were disrupted. I mailed those original vouchers June 18, 2019, along with the meal tickets and Invoice #SWP06182019, to IROP Accounting, Swoop, Inc. Suite 300, 4311-12th Street NE, Calgary, AB T2E4P9. I have not yet heard anything about our reimbursement. How can I correspond/speak directly with the business office?

  • Cheray Brandt

    Hi I have tried for serveral days to contact the care centre by phone and no answer for a very long wait time. There is no call back where I can leave my number so that someone calls me back. I had an email sent to me cancelling one of my flights leaving from Abbotsford to London Ontario flight W0350 and so went online to see what comments were available to view and the answer to cxl flights? I was suppose to get a follow up email sent and it now has been over 5 days and I have not been contacted. I would assume that they are arranging my details for to put me on another flight but you would think they would let me know? I booked my flights to and from London Ontario together to go to a family wedding?
    I would like to talk to someone to re- arrange my flight or get a refund? I am getting worried for I have heard serveral comments that people are getting no response from your swoop custom care to these same problems? What do you suggest I do for the phone is not an option I can’t wait all day on hold?


    you cancelled my flight to san diego oct 4th. email said to call 1-877-593-7853 for refund. WHY CANT YOU REFUND MY CREDIT CARD. been on hold for 120 mins . what a mickey mouse outfit. insufficient staff to take calls, offer flights with no planes. Total disregard for the public, no customer service. my reservation code is SYM7NA

  • Jo-Ann Kwantes

    This is discussing. Cancelled Flight with 24 hours, rebooked the following week….. Follow instructions to Cancel, on website. Can not cancel on Website! I have been on hold for 1 hour and 53 Mins and still holding. This was a vaction so how can I go next week I have hotels and excursion booked no refund from them…..



  • Ryan Vermette

    Hi there, my baggage was damaged a few days ago when we flew with swoop, I have called 3 times and been left waiting on hold for an hour every day I’ve called, how do I email to make a claim?

  • Valerie Sullivan-Gourlay

    I have been trying to reach your Customer care center over a dispute for 2 days I am requesting a call from a person to deal with this it has caused me much stress and as I am on disability It has caused health issues I need to have this dealt with as soon as possible . Valerie Sullivan _Gourlay

  • Laura Pogson

    I am sitting on the phone but unable to remain, so could you please notify me of a time I could reach the agent — I have some serious questions regarding my fight that I have booked
    Thanks kindly
    Laura Pogson
    Code JCSQXH

  • gloria campbell

    Swoop does not answer the customer service lines or emails and generally disregards any complaints. I have been waiting since August 5/2019 for a response to a credit and booking which had to be completed by August 5/2019. Managed with their technical difficulties to book a flight on August 5th or lose the credit. Still have $300 in credit but no response from anyone.
    Gloria Campbell

  • Rose Beaubier

    Mishandled baggage on Flight WO401 from Winnipeg Tues. Aug. 13. Abbottsford Airport (Swoop personnel) advised me to email the claim with photo which has already been sent to you. Report #005862.
    Please advise what procedure will follow?
    Rose Beaubier

  • bill mcguire

    swoop customer service to day ( Aug 15 ) i missed my flight ( W0223 ) from London On to Abbotsford BC had my boarding pass & was sat about 20 ft from Gate C 6 The flight was scheduled to leave @ 2:20 pm Never heard anything so @ 2:30 pm i went to the gate C counter to enquire of flight The attendant advised me & pointed to go to Gate E to speak to attendant there At that point i did & was advised the flight had left 10 minutes earlier My hearing may not be the best , but i missed the change of Gate & flight call It is booked as a return flight ( returning Wed Aug 21 ) What if anything can be done ? At least perhaps cancel the return flight Thank you

  • Galina Briskin for Sophia Briskin (who was denyied the flight 114 Hamilton to Halifax on Aug. 18)

    We had a flight to Halifax from Hamilton planned for 6.20 pm on Aug 18. We got a notification that the flight got delayed to 7.20 pm. We have arrived to the Hamilton airport at 6.45 pm and were denied by Swoop to check in the luggage and to let us to the flight, as we are 10 minutes late to the baggage cut off time of 45 minutes prior departures. It was at least another 10 people like us while we were there, as many people got late due to the traffic. Nobody was able to convince the Customer service to be flexible, since the boarding was still progressing and we could join the flight. More late people were arriving while we were leaving. We were all denied the flight.
    We we sent home to buy another ticket for the next day for $400. At 7.20 pm, while we were driving home, we got another notification that the flight was delayed till 7.30 pm. So at 6.45, when we were at the check in, we were not late for the 7.30 departure! Swoop made a very good profit that evening by denying check in for dozens of people !
    This level of customer service is totally unacceptable and I am expecting an apology from Swoop and a full reimbursement.

  • Edward Francis

    Reservation code: T8CRSW……Edward & Anne-Marie Francis

    Received an e-mail from you changing our return flight to October 21. Previously was October 23. We cannot accommodate this 2 day difference. We are not aware of our options in this regard. Could we cancel the return on Oct 21 and book on WestJet on the 23rd as we previously had done with Swoop? If the return flight could be transferred for some credit we will pay the difference to resolve this matter. Your flight change again is impossible for us to manage. Please advise our flight status. Thank you, Ed Francis

  • Harvey Lawton

    I made a mistake on my booking and found out (after 24 hours) none of it is refundable or transferable without it costing me more to change it than I paid. I cannot get a refund even for additional charges for my checked bags and my seat selection. This will be reported to Canadian Transportation Agency. This airline should not exist in Canada.

  • shellesha sagram

    Hi , I purchased a ticket from Abbortsford to Hamilton few months ago . I fly out tomorrow afternoon , while checking in I paid for my luggage as airline policy but was also charged an extra cost of $ 144.31 for Air Transportation Charges , can someone please clarify if I already purchased a ticket ,what is that cost referred to .

  • Mike Keegan

    Never fly swoop….NEVER…their customer care and relationship is zero. Flight WO537 London Ontario to Edmonton on September 4th, Crew member said they smelled smoke in cabin, flight diverted to Regina, good move so far. All passengers were escorted off plane by police??????except two rows near front of aircraft, who were not told why and eventually deplaned. All luggage was taken off plane and into Regina terminal. Short time later crew and aircraft took off for Edmonton leaving 175 passengers abandoned in terminal with no Swoop reps to help. Several hours later they were told a flight would be arranged for 9:00 pm, some 17 hours later. Try to get answers from swoop…good luck. Hotel rooms eventually booked for passengers. Great customer care…..

  • Jas

    FIRST and LAST time I would ever take a Swoop flight. This airline is the WORST for customer service and delayed flights. They are dishonest about their service and are crooks when refunding customers. I will be filing a complaint with Transport Canada. Not sure why WestJet would create a company like this. Save yourself a headache and don’t use this airline.

  • Barbara Young

    This airline is not helpful at all with your needs. No care in the world and take your money and will not refund evening when you call with in the appropriate time frame.
    Booked an extra bag in error and I call within half hour, could not reach anyone by phone, forward an email with not regards to replying or call me back.

    Extremely disappointed with the staff and the service, so thanks for nothing to Nitaish, Irish, and the owner of the air line Stephan Greenway or Greenaway

  • Erma Guerra

    My name is Erma Guerra, I was on reservation #NBIQ4X Flight # WO820 on September 6, 2019. I purchased 2 cartons of cigarettes from Duty Free. After departing the airplane in Fort Lauderdale I realized I had forgotten my cigarettes on the plane. I turned to go back and a stewardess that was on my flight was behind me, so I asked her told her the situation to see where I should go and she told me that they picked up the cigarettes and gave them to customer service. I then went to the gate and there was no one there. I made several inquiries but could not find a Swoop Agent. I then continued to the hotel where I tried to make a phone call to Swoop Airlines where I waited on line for 45 minutes and it sounded like someone was picking up and the line went dead. We were scheduled to go on a cruise so I decided that I would inquire at the gate on the way home. When I got to the gate the the agent said no one handed in the cigarettes and basically blew me off. When I was on the plane I spoke to another stewardess and she told me that the cigarettes would have been brought to customs she new because she had worked on the floor before. When I got home I phoned Swoop again and again I was given the brush off. I then asked to speak to a manager who told me that she would try and find out what happened and get back to me but if might not be for several days because Swoop does not fly into Fort Lauderdale everyday. I waited and nothing. I phoned again and asked to speak to a manager after explaining the situation again because the manager had not put any notes in the system. I then spoke to another Manager this time I got his name and it was Alex. He basically told me the same thing and again no call back. Wow if this is customer service I will make sure that I let all my friends and family know. I would appreciate a call back or an e-mail. This is the worst case of customer service I have seen with an Airline.

  • Judy Mae Pernfuss

    used Swoop a second time (first experience was awful) to get to Hamilton. The flight was 1 hour late departing from Hamilton, which seems to be standard. While waiting to board in a sea of confusion at the gate, (flight 114 gate 6) your most unprofessional employee continued to YELL instead of using the PA “IF YOU ARE NOT BOARDING WITH AN INFANT OR NEED EXTRA HELP, SIT DOWN! WE ARE NOT BOARDING ANYONE ELSE AT THIS TIME!” Apparently she found it necessary to go thru this screaming instruction 3x. Then proceeded to assist a young woman, with a toddler and more carry on luggage than I have ever seen. She actually left her post and assisted them right out to the plane with ALL the carry on bags. She continued to rudely check people in and suddenly felt it necessary to call out the people in front of me for carrying too many (small) bags on board. They had to pay extra. The entire boarding procedure was a gong show, your employee was totally unprofessional, rude and obnoxious. On board is never much better – staff stand at the front talking about their social lives non stop (loudly). Again very unprofessional. Worst landing ever – except for maybe my other Swoop experience. I realize you are budget airline, however you should be able to offer polite, competent service – you need to take a long hard look at your customer service. Very disappointing!

  • Kevin S Cudmore

    Worst company ever. Do not book with this airline. Booked a trip to Vegas to get married for Dec,29th, Wedding is now off and guess what I get back after cancellation even with their cancellation insurance. $000.00, If I want to rebook and go by myself???? I lose the money for her ticket and I get to pay an additional $200.00, What kind of people steal money like that?? Thanks for nothing except the valuble lesson to never book with you or your parent company ever again and I will make sure to tell everyone I know.

  • Michelle Wright

    I did not receive a confirmation email of my bookngs for November 22 to 26 from Toronto to Winnipeg return for 2 passengers. I don’t have a reservation code because I didn’t receive the confirmation email. I have been charged on my credit card for these flights.

  • Linda Williams

    Want to fly with you – December – Kelowna to Winnipeg however, can’t book on line ? Why is that ? Are you not interested in Christmas season flyers ? There’s plenty of us We’d love to support Swoop …

  • Ash

    This is the first time that I am flying with your airlines and have decided that after my return flight, I will not fly with your airlines at all. You have absolutely no flexibility for the extras that we pay for. I wanted to change my baggage from carry-on which i had paid for already to a checked in baggage. I was told that I needed to purchase it and no flexibility! Why would I want to pay for it if I did not have one or the other? YOur policy makes no sense at all and no wonder people get frustrated.

  • Angie Brain

    I called to cancel the carryon Baggage as we are both seniors and thought it would be too difficult to carry
    2 bags from the airport.
    I spoke to Corlan and she told me that there are no refunds. I told her that I made a mistake
    as I was just reminded by my partner that we had a rough time trying to lug the luggage from the terminal when we traveled in May.
    Would you please consider a refund as it is almost 2 and a half days before we fly> THANKS

    I am asking if a Supervisor will reconsider

  • Helen Taylor

    Direct from London to Las Vegas – Oct 24 – return Oct 27 – Awesome! Direct flight! No stopover! I live in London – no drive to Toronto or Detroit! Chose seats with extra leg room and carry-on – still less expensive than other options. I filled my water bottle after customs and brought my own snacks. The crew and staff were very nice and professional. { ** Note ** Swoop airport staff in London DID NOT recognize that a “NEXUS – Trusted Travel card” is valid for flights between Canada and US }

  • Wilma Johnson

    I pre- checked my suitcase on for flight WO 802 to Las vegas Oct 20th, I was shocked when I was told no, I had paid to carried a small bag on, she asked me if I did not know how to read what was on the computer, after having enough trouble the person checking me in. I am a Canadian citizen have a Cdn passport and she kept questioning me as to where I was born, I kept telling her I was born in Scotland and she kept saying she could not see it on my passport so I told her I did not make up my passport the Canadian Gov’t completed it, so after a slight argument , I showed her where it said DUNDEE GBR she did not seem to know what that meant anyway after having been embarrassed and now frustrated I paid an additional $57.75 to check my suitcase in. I AM IN MY LATE SEVENTIES I DON’T NEED TO BE TREATED LIKE THAT.

  • John Colling

    Terrible airline, cancelled flight due to Weather on Thursday night (no problem I understand weather delays and cancellations); cancellation email noted they were working hard to resolve it. Hour later received an email that they had rebooked my Oct 31 flight to Nov 7 and because it was weather related they were not responsible. Called customer care but of course they were closed (9pm). Had to pay 600$ Canadian dollars for my bother and I to fly to Detroit and then Robert Q to London.

    When I called customer care on Saturday morning all they would do is refund me the Swoop portion of the return flight. I am out nearly $500 dollars. And now when I checked their website they had many seats open on flight Saturday, Tuesday, so not sure why the Nov 7 departure date.

  • Jules Gaudreault

    Hello, my girlfriend and I recently purchased return tickets from Hamilton (YHM) to Orlando (MCO) on flight WO 830) leaving YHM Nov. 28, 2019. We arrived at the airport at least 2 hours before the flight was scheduled to depart. When we arrived, no one from Swoop airlines at the checkin counter, at the security check or at boarding asked to see identification until about 10 minutes before boarding, at which point I presented my Nexus card which we just recently acquired. I was informed by both US and Canadian customs that my Nexus card replaces my usual passport when travelling to/from USA, including air travel. When I tried to use the Nexus card, I was told it was not valid and was denied boarding. The agent informed me that the website indicates that a passport is required. Checking the website I see: “A valid (not expired) Nexus card will be accepted for travel to/from the US only, however a valid passport is still required.”. I find this statement very ambiguous, stating that a Nexus card is accepted but a passport is required. To make matters worse had I known when we arrived at the airport, I would have had enough time to go home to get my passport. Instead,we were forced to find additional flights from YYZ with another airline the next morning. I would like to continue using Swoop Airlines for flight to MCO since the YHM airport is quite convenient for me and the prices are reasonable, however I may find it difficult to justify in the future considering the negative experience in this case.

  • Feroz Karmally

    I left a grey muffler on a flight back from Abbotsford to Hamilton on Monday Dec 9 (landed 2 am Dec 10th).
    Can someone look into this for me and let me know how I can get it back (presumably they found it on the floor by my seat).

  • James O'Neill

    The good news, Jovane on Flight WO114 Sunday was friendly, helpful and genuinely happy to assist passengers in any way.
    The bad news was the angry and physically aggressive male flight attendant on flight WO515 from Halifax to Hamilton.
    A lady stood up to check for something that she had dropped under her seat. The angry bearded white flight attendant raced down the aisle to stand beside her and remind her to stay in her seat. His unwarranted breaching of the ladies space was aggressive and angry in tone. He also used the P.A. system in a needlessly sarcastic tone,.
    In a complete different style, the female flight attendant was cool calm and professional.
    I will not fly Swoop going forward. It seems like we get less than what we pay for.
    PS, fire the bearded white male flight attendant. I was nervous that a fight may break out.

  • Deborah Valentine

    Your customer service is the worst I have ever experienced in my life. My flight was cancelled with less than 9 hours to departure and they rebook me on another flight 20 hours later. First off, that doesn’t work for me. I need to be at my destination today. Second, I have been on hold for 2+ hours now trying to speak to someone with a pulse. That is beyond unacceptable. Never, ever again will I fly with them. It’s utter garbage to be treated this way. I can understand flight cancellations, but customer service like this I will never understand!!!! DON’T FLY SWOOP!!!!

  • Liyana

    As per the reservation code : X35G4V , I booked and travelled swoop for the first time.
    It was a trip with my family from Toronto to Edmonton.

    However, had a terrible experience with my carry on.

    My daughter had her backpack, which only had her laptop and thick sweater in it.
    It was not heavy OR Bulky.
    However at check-in they insisted I pay $70 for it.
    I did try to convince them that it’s totally unfair as it’s just a carry on bag…
    However the counter refused.
    As it’s my first time, I didn’t want to create a scene, I PAID the money and checked in.,
    When I was ready to board I saw MANY MANY people had backpacks with NO tags and they were all treated as a carry on PURSE.

    This was totally unfair. I have pictures of the BIGGER bags that went in WITHOUT a tag and my bag had a cost of $70.
    As I was travelling with my kids I didn’t want to create a scene. So I told the lady at the counter. She did confirm it was unfair and that I should talk to customer service after my trip.

    So I ended up paying $70 each for BOTH ways.

    I’m requesting you to PLEASE refund this amount as I feel it’s totally unfair.
    This decision has now changed my opinion to use swoop again.

    So please look into this request and have this refunded asap.

  • Kevin Paisley

    I am absolutely appalled by the lack of empathy or support I just received from Swoop at the airport. I just drove an hour to talk to someone because nobody will answer a phone or reply to any messages and my boarding time was fast approaching without some serious information of my “cancelled flight”.

    Upon my arrival to the airport, I was told There are no flights available until Jan 10th (this is also what your kind system generated for original compensation). Then I was told the 6th. Nothing can be done. WOW. Nothing can be done. I am held hostage in Winnipeg with no compensation, food, hotel, NOTHING until Jan 6th. (8 Days) Absolutely unbelievable. Not to mention the extra parking cost I am accruing in Abbotsford.

    I can’t believe that Swoop can treat some many families stranded in Winnipeg with such heartlessness. It was literally like, “Sorry your flight was cancelled. Here is a refund, or you can wait until the 10th. Fuck off and have a nice day.” To entrap families in Winnipeg with no means to get home for 8 days and not even offer compensation for a hotel or a meal is unbelievably heartless!! I know I am not the only one. There are families with enfants in the same position that truly don’t have anything and like us were depending on getting home to get back to work to provide the income for the food and roof over their head.

    Swoop is the only airline that was canceled from Winnipeg. I find it very difficult to believe that this is weather related. I can understand a minor delay of a few hours or even 1-2 days, but come on…. 8-12 days?? All this on 8 hours notice?? We were checked in already and everything was fine. Weather? Really? Our flight was 3PM and we receive a change notification at 7AM? And again, with NO COMPENSATION?? Yes, I am going to continue to bring up the compensation. Lets break it down. For 10 extra days in Winnipeg would cost me; Food, shelter, transportation, parking fees, and Lost wages for me, wife, and son (which would most likely result in disciplinary actions due to our scheduled shifts). Then there is the emotional and psychological cost. Stress of having to deal with out employers. Not being home with our family that flew from Hong Kong to be with us on New Years. The extra burden of having to have our friends and family here to transport, shelter and feed us.

    Fortunately, I was able to get a flight out tomorrow. At a overinflated, last minute, price gouge of $2300 with another airline. While I appreciate my insulting, slap in the face refund of a measly $600 which can take up to 2 weeks to receive, I still will won’t be with my family from Honk Kong (who leave on the 2nd) to ring in the new year because I cant get home until after 2AM.

    Oh yea, then there is my broken bag that I need to replace as your staff broke ours.


    I had to cancel a flight with 3 weeks notice but not allowed a refund, so I agreed to rebook for a few months out (which took about 10 seconds) and then I was asked for another $200.00 dollars on top of the 600.00 I had already paid for a flight toKenora , Ontario!!! I could have got an all inclusive flight and hotel for that. But , anyway I refused and said I would rather lose the. 600.00 than give you guys another $200.00 for something that took seconds for you to do. Very disappointed in Swoop. My son lives in Kenora so would have used your airline often. Thanks for nothing. So not only did I not get to see my son at Xmas , Swoop made it worse.

  • Mary Lou E

    I flew swoop airlines today Hamilton to Fort Lauderdale flight today leaving Hamilton at 8:30. Staff was lovely and flight was great.
    I was sitting in seat 32B. I lost my beautiful ring.
    I am hoping you will find it and I can get it back. I would be so happy.

  • Bruce

    Seems your Loonie Seat Sale is popular. Too bad you failed to adequately prepare for the response given the atrocious performance of your reservations website today. I cannot tell you how many times I have attempted to try to book several flights today only to have the system crash by either “timing” out or being advised of a technical error and to try again.

    To add insult to injury in attempting to contact your call centre, in addition to the usual recorded message stating that call volumes are heavier than usual and to try the website (how ironic), after getting connected to the reservations dept. the recorded message then stated you were not able to take any calls and promptly ended the telephone connection.

    Swoop just keeps shooting itself in the proverbial foot!

  • sue netzel bradford.

    I need totalk to a human,before I lose the return ticket….I was refused boarding……I gave agent all the proper ID. She gave me a boarding pass……we went threw security ,then (wheelchair) i have breathing issues when i get stressed….the last to flights,she took me right to the aircraft…….I took medication that effective for 4 hours……….they sent me to an area,to pick up my suitcase,no one was there!!!…..i wandered around.decided to just leave I was so upset……an agent ran to the door,gave me my suitcase.I am no means,bashing SWOOP…I found the staff,friendly very efficiant………Before I even got to the gate flight,it said it was delayed…..I was concerned as my son in law had to drive from WHITBY. to Hamilton,to pick me up….I was worried about that…….It was very awkward,at the gate when agent Chelsy,was preparing to board me,another agent said she’d do it.Chelsy,said no its ok.She was prepared to do it….the other girlasked for id….i had put it in my suitcase….so i didn’t lose it………I had boarding pass and the agent who cleared me…..my entire family is upset….,reservations they had made at a hotel and opera tickets are lost,I going there souly to babysit,So they could have at get a way…I was due to return on the 17th…..is that ticket going to be wasted too?I understand swoop has =tec difficulties….I was unable to contact your office……my entire family is mad at me….sue bradfordsue

  • Geraldine Bromberg

    I just wanted to let you know how helpful and understanding Nancy was during our conversation regarding our service dog flying with us after my husband’s recent heart attack. Unfortunately our insurance company would not allow us to travel to Hamilton with Swoop and made reservations for my husband and I to fly Business class with a paramedic from Miami to Toronto on Air Canada which involved a much longer travel time for us as we are much closer to both the Ft Lauderdale Airport and the Hamilton Airport. We are now at home in Hamilton (Dundas). We will not be able to fly with insurance until he has been stable for at least 90 days. We would like to change our tickets to be Hamilton to Ft. Lauderdale on October 10,2020 and return October 23 2020. We had hoped for a later return but it appears there is no schedule out yet for any later. This is the reverse of the route we originally booked. We did pay the extra to be able to change our flights. Please advise as to our options. We would still need to travel with our service dog. Would our recent approval still be Ok.I have been on hold for over an hour and cannot hold much longer as I have appointments soon but I do not want to miss the deadline for changing our flights

  • Gerry Shelswell

    I have about 35 people who would like to fly to Newfoundland on the 7th of September and return on September 15th.
    Could you tell me how much the total cost would be taxes included and if we would fly out of Hamilton.
    Price for a carry on and one suitcase.

  • Heather McComb

    I am unable to contact SWOOP . I need to speak to Customer Sevice regarding delays and a cancelled flight.
    Please contact me at 519-624-8890

    Thank you,


  • Ann Rogers

    I have been holding on the phone for 45minutes with no results. I have A flight but need assistance at the airport. There is nothing on your booking form to allow a request for this service

    • Ann Rogers

      Obviously your customer service is a farce. I am once again holding on the phone line for assistance which it appears this airline is not about to give,

  • Jame Millar

    I flew swoop January 26th Tampa to Hamilton and returned next day. Every week since I get this email : AND I quote.
    “Your flight to Hamilton, ON, Reservation: A86KWT. Skip the luggage carousel

    The perfect companion for a quick trip or to skip the wait for luggage. Save time and money by purchasing a carry-on bag before check-in.
    1 Go to Manage My Booking and choose Add Bags
    2 View bag options and make your selection
    3 Review and complete purchase
    I have already taken my flight.

  • Margaret Dowds

    I arrived at Hamilton International this morning, around 2am. on Swoop Flight # WO715, Today, February 10th.from Tampa, USA.
    We had one checked suitcase and when it arrived through the conveyor, it was badly damaged as one corner of the case had a large dent.
    The case is hard plastic and cannot be repaired, can you advise how I would make a claim for damage ?
    I can send a picture of the damage if required.
    Margaret Dowds
    2390 Woodward Avenue, Unit 19,
    Burlington, Ontario
    L7R 1T9
    Cell: 289-888-2702
    email: [email protected]

    • Editor Post author

      Hi Margaret Dowds,

      You should report your damage within seven days of your flight’s arrival. Call 1-587-441-1001 for more details.

      Support team.

  • Gerry Minor

    I have repeatedly tried to contact Swoop customer care by phone and other support methods. Any time I have tried to communicate using the support phone number, it is not answered. Likewise email requests for help in answering my question go unanswered.
    My question cannot be answered using the FAQ. What in heavens name is wrong with Swoop support.

    Looking at the numerous replies from dissatisfied Swoop customers, I am shocked at the lack of support from Swoop.

    I will never fly Swoop in future. I used to believe Air Canada was the worst Canadian airline…..not any more.

  • Cornelia Magnusson, Alana Grassam and Francine Gilchrist

    We were scheduled for a 7 am flight to Mexico on the 11th of February 2020. We experienced an 8 hour delay at the Hamilton Airport. We traveled with 3 ladies total of which one was in a wheel chair ( semi mobile)
    It was a very uncomfortable wait. I checked your website and it let us know that each would receive $250.00 for the great inconvenience as we could not go home nor could we stay or go back to the hotel. I would like to claim this for each of the ladies over 70 years of age that were in this uncomfortable situation because Swoop’s airplane had mechanical problems.

  • Laureen Fuerst

    This was our first time flying Swoop. We checked in on line and purchase a one carryon bag and one checked in bag. After doing same it came to our attention that we have no time when arriving to wait for the check in bag as time was very limited to attend a Graduation. I tried changing the check in to a carryon on the computer with no success. When we arrive at the airport I explained the situation to the attendant and she said sorry there is nothing we can do, you have to pay for another carryon bag, which would have total now approx. $150.00 for our luggage. For not being able to change the luggage around that had already been paid and request another $53.00 to change it is totally unacceptable. We were so turned off by this that we will never fly Swoop again and pass our story to other customers, etc. about our experience. Very unhappy.

  • Scott Horn

    I have been on hold for approximately an hour. No answer. I’m believe the answer is incredibly upset customers, wishing to get answers. I had a flight from Winnipeg booked for two weeks. I wake this morning to find out flight has been rescheduled. an email arrived at 4:06 this morning. Being tired, I looked and saw ^;35 departure. I hustled and got to the airport on time. I find out at airport…not only the tie has changed , but the day. From Feb. 28 -29 and arriving at just shy of midnight. your very cheerful support staff at the airport said i could get my money returned and fly with someone else. WONDERFUL!!!! Looking into this…Westjet and Air Canada cant do this schedule and get me to my destination on time. Yes, on time for the wedding I’m supposed to be attending tomorrow. I could probably make the reception, for the last half hour. Oh, that is if i rent a car for $125.00 Canadian and drive the hour to the reception hall from Orlando. I was very concerned about Swoop, with the issues in Edmonton last year. I took a chance instead of doing what I always have done Allegient. I have been using them since they started. That is a lot of flights. Now I have no way of getting there on time. I have to rent a vehicle to get there. plus the $70.00 in cab fees to and from the airport this morning. And another $35.00 tomorrow, to make your flight. I am truly hoping there is something SWOOP is going to do, to accommodate this first time customer. If nothing is done, prior to my flight tomorrow. I will make a point of telling everyone who asks or even suggests Swoop to not fly with them. plus i will be posting again, If I do not hear from Swoop.

  • Sandra McLeod

    My flight to Tampa, Florida, reservation # DYGP8K has been canceled for today and I need to book a room for tonight. Currently, I have been staying at the Days Inn near the airport. Am I required to move to another place which was on your list of hotels? If so, then I would have to take a cab to get there. Please advise me what I am supposed to do. Also, if so, please resend the list of accommodations. Thank you, Sandra McLeod.

  • mike holmes

    i had a flight booked on Jan 27/2020. this was a return flight from Orlando. I was not able to come back on this flight due to border issues. I made a call on Feb 6/2020 to get this transferred to Hamilton. i Called to get some help I was in trouble to get home. Met with no help, no compassion or human understanding. The lady was unwilling to hear my issue or help. When asked if i could speak to her boss, she said she was the end of the line but did not have the ability to help. I fly every year and love swoops low airfare. I understand companies have policies, but human problems or conditions need human understanding. i would love to believe Swoop would listen and take into consideration the human part in this. You have people answer the phones but in this case i felt a machine would have been more understanding. So now i am paying off a bill to get home in a recession, and left feeling Swoop is just another unfeeling corporation that had no issues taking my money and leaving me high and dry. Yes i did fly swoop home from Hamilton. i have faith that there is someone there that will follow up and deal with this even if i do not like the answer.
    Please feel free to call
    Mike Holmes

  • Jacquie Marcoux

    we booked fight for five of us on April 2 from Kelowna to Vegas and back on the 9. with this virus going around the Dr said if any of us have diabetes we should not fly. they is five of us and three have diabetes what do we do

  • Bernice Montpetit

    I want to change my flight to the month of November but I cannot choose November dates on line yet.
    What do I do?

  • Joyce Murray

    I have been notified about a reimbursement of $500 – the initial email said there would be 3 payment options one including direct deposit to bank account. Received notification reimbursement approved but the only method provided appears to to a paypal type of option. I do not have a paypal account and I am not interested in getting one. Can you help me access a direct deposit method

  • Rayna

    I have been trying for two days to get through to someone at this ridiculous airline. Yesterday my flight was delayed for hours and I missed the family funeral I was travelling to, then the flight home this morning was delayed all day. I needed to be back to work so I had to book another flight with another airline. I would like to speak to someone immediately regarding this and the charges I have incurred.

  • Sue Watt

    Waited on hold today for over an hour! with Florida under a state of emergency – it is critical that Swoop respond and do the right thing to allow for cancellations or at LEAST PICK UP THE PHONE. Very poor customer experience!

  • Dr. Harish Vora

    I have been on call waiting to be attended with music going on for last 23 minutes and no one has picked up so far…… We are both medical doctors booked on swoop flight ….. do you think we have this kind of spare time ?? I am totally disappointed by the ” round and round ” answers I am receiving about our inquiries about policy regarding corona virus impacting travel on swoop ?? What if a passenger decided to cancel and / or decided to change flight dates etc……

    This is not a by choice situation, please clarify asap. Its now 28 mins and no one has picked the phone as yet…..very sad and disappointing.

  • William Kazemir

    Because of pandemic is swoop going refund for flights from Edmonton to Las Vegas. This situation is very serious what is US closes border how does one get back from US. Swoop has to do something give booking refund or credit for flights.

  • Tiziano Politi

    Good Afternoon My code reservation is K9WFQQ Hamilton Winnipeg date August 24 4 people and TBF4SN Winnipeg Hamilton date 3 September 4 people but now for my family it’s impossible to live Italy to Toronto in August because the situation is terrible in my country. Because of that I receive back money for the ticket MILAN MALPENSA TORONTO MILAN MALPENSA. Please I ask you if is possible to cancel my ticket and to have back may money because I don’t in August the problem of CORONAVIRUS will be over. For the moment we are alive but we live in the north of Italy in LOMBARDIA and in my region the situation is terrible more than 15000 people are infected and more than 1000 people dead !!!!! I whait your answer Thank you POLITI TIZIANO

  • kim love

    Trying to cancel a flight to London Ontario coming up next Monday and I cannot get thru… not will it be allowed in my bookings as it does not get highlighted. I have respiratory issues and it is not advised. Ridiculous

  • Francine Moore

    I have been trying to contact Swoop by phone for the last 5 days and every time I call, they say that they can not take my call and hand up. I am so frustrated. I have wasted hours now trying to cancel my flight as I am 60 years old, have Type 1 diabetes and a cough. I have been told to stay home. My flight is on Tues. Is there someone st Swoop that can give me a voucher and cancel my reservation?

  • Francine Moore

    I have been trying to contact Swoop by phone for the last 5 days and every time I call, they say that they can not take my call and hand up. I have tried the online chat, but they don’t help either.I am so frustrated. I have wasted hours now trying to cancel my flight as I am 60 years old, have Type 1 diabetes and a cough. I have been told to stay home. My flight is on Tues. Is there someone at Swoop that can give me a voucher and cancel my reservation?

  • Grant Grosland

    Have tickets Mazatlán to Edmonton, reservation code CDCQFR, would like to change return date to Saturday, March 28. Can not make it work online. Please confirm if planes are flying.
    Grant Grosland

  • Jeff Durish

    I have been on the Customer Care phone for 3 hours waiting for a reply. Constant music ,,,, not even an occasional robotic update assuring me that I am still connected to the right place and they haven’t forgotten about me. I booked a flight for my daughter and her boyfriend to Edmonton from Hamilton leaving March 17 and returning March 26 (or so). I purchased ModiFly. They have decided not to go with the virus scare, the shut down of most interesting places in Edmonton and a sense that not travelling is their civic duty. I would like to take a voucher for the flight (I understand not getting my money back). I can’t get a voucher from the website so I decided to rebook the flight (modifly) to October (as late as the booking software would allow) instead (not as good as a voucher but I understand the airline needs to protect it’s financial health). Since I already made a slight change to the return flight I am being charged for changing that half of the flight (I guess modifly only allows one change per leg). But Swoop is offering FREE Modifly and I paid for mine so I am trying to ask for my FREE change to preserve this flight. We may not even use the October flight so I don’t want to invest any more money in it. At this point it looks like I will be walking away from $800 and that will mean that I away from SWOOP and WestJet (I fly a lot). It could all be saved with a little bit of customer service. It’s too bad.

  • Randy

    I have 2 trips planned this month. I’m trying to cancel both due to corona virus. When I log in to try to cancel I get kicked out. I’ve tried calling swoop so many times and waited on hold for many hours. Nothing.

  • Bill Majovsky

    While going through security at Hamilton airport my wife and I were the only two present in the line. A man came up behind me and want to jump ahead of us. He was loud rude obnoxious and incoherent. He grabbed a tote box and tried to put it in between my wife’s and mine. I removed it and put it behind mine and told him to wait his turn as their were only two of us ahead of him. The attendant at the next aisle told him she would put him through. The security officer in are aisle told him to come forward. It was at this time we were made aware he was a flight attendant. At no time did he inform us of this nor was he wearing any identification. If he had not been so confrontational and identified this it wouldn’t have been a problem. I am a sixty four year old veteran with a hearing impairment have always been considerate and courteous. I draw the line at being abused. During this time he kept yelling at us and threatening us “watch what I do too you “. I will get you kicked off. He kept on rambling and was extremely agitated. I made a hand gesture as too keep talking as he was beginning to upset us. My wife kept telling him to calm down and relax, he continued to threaten her. We were very concerned about his threats. We then proceeded through security with no problems what so ever. We made are way to the waiting room. As we were seated we saw him with a group of attendants pointing at us and smiling. we checked in and each asked a separate attendant how to file a complaint. We were waiting one hour to forty five minutes to boarding. When boarding was called we were second in line when to woman approached us and we were told the Captain was denying us boarding for unruly behavior. He had come good on his threats as we feared. I then proceed to ask what unruly behavior had taken place. They refuse to clarify. I asked her for a written statemented of why this was happening. I asked for the flight attendants name, as well as the Captains. She refuse to give names and wrote her name with the explanation. Nicola, EA Supervisor YHM. During this time I was becoming up set with the public embarrassment and tossed my boarding pass in her direction. Why were we not afforded privacy in such a delicate situation, but once again humiliated. I should not have done this, the duress had consumed me. They were adamant in there stances and we left. Everything I have explained would be on video and should be gathered. I went back to security and talk to the officer who had processed us. I asked him if he remembered me and the incident which he replied certainly. I asked if was unruly or disrupt full at any time. He replied not at all. I asked him if he would testify to this which he replied yes and would tell the truth. His name is Ardison Gashi, # 289-788-3604. I have many concerns of this conspiracy from the flight attendant as to what was said in the group and the Captain. Why did the Captain talk to us or security. If the attendant was in such a hurry, why was he still standing around in the lobby. Their were no superintendents around with the authority to speak to us earlier. Why were we let through security if so unruly? Why did they not talk to security for clarification? This attendant was gleeful with abuse of power . Why did he not just walk straight up to security to get through instead of choosing to be so power hungry and confrontational. He is the professional. Is swoops policy to harass , bully, threaten, humiliate and apply retaliation. We are know out a considerable amount because of one irrational individual who came good on his threats. I have tried to contact swoop on phone. They have one number which is never free. I cannot find a way to complain on line. I found this site for complaints. As stated earlier everything would be on video and confirm what I am writing as well as the witness. In summary we have been woe fully wronged and should be compensated for all our losses as well as our dignity. This complaint has been submitted to Canadian Transportation Agency as your company does not have easy access for complaints. Lets see how long I have to wait to speak to someone.

  • Byron

    Swoop Sucks. Been trying to get my 85 year old parents flight changed to get them back home . Not everyone has access to social media to contact you with. Hire more people in your phone call center . Went on line to try and change their flights . Some dates were available to change some were not . Yet friends of mine said what they were seeing on line was different and they were able to make changes that I could not . Then Swoop charges me twice for the flight change even though their website said they would waive it due to Covid 19 . Also no email was sent to confirm the changes . Of course they are not taking calls so I am unable to get this rectified. Wake up West Jet and Swoop. When there are problems that is when these discount airlines run for the hills

  • Sharon Kohut

    I would like to change flight from April 7 to March 31 from Peurto Vallarta to Winnipeg.
    Swoop is NOT taking any calls
    Swoop is not responding to any on-line communication
    Very concerning, when you can not speak to a rep. Also when I put my info in, its comes back, they have no record of my itinerary. Flight was booked last November
    My flight is W0641
    Sharon Kohut
    Christopher Kohut

  • Judy Sherwood

    Dear Swoop Representative:
    I am trying to modify my flight within the time frame specified. I have contacted my Representatives from the Federal Government, Transport Canada, Better Business Bureau and our lawyer.
    I have been trying for several weeks to modify or cancel my flight. Your system will not allow me to make the changes that are necessary to finalize my booking. I am unable to speak to a customer representative as you are not taking calls at this time. I have been advised to sent you a message. My reservation code is F6C6QZ. I need to use Swoop to fly from Hamilton to Halifax and back for 7 days in late October. I paid for this flight for my sister who lives in Halifax so she could come to Hamilton. She has since developed the coronavirus symptom and is quarantined at home. She is 74 with a pacemaker and is unable to travel. This can be verified by her physician. I would like to use the flight that I paid for to go and see her one the virus has settled down. I am thinking October. I therefore need to change the passenger information. I have always booked with Swoop and never had this difficulty. I would really appreciate your assistance. This letter was sent MARCH 23,2020. Respectfully, Judy Sherwood

  • Judy Sherwood

    I am unable to modify my flight. I am within the 7 day window. I need to speak with a representative. You are not taking calls of this time. I need to make changes to the passenger information of the flight. I am unable to do this on your make changes site. I require support. I have tried making changes as well as repeatedly calling. Please provide service to us as customers. Please leave instructions as to how I can make changes or a name of a representative I can call. This email was written on MARCH 23, 2020. Judy Sherwood

  • alan jacques

    hope swoop goes bankrupt, had to cancel flight due to corona. swoop showed their true colours of what kind of crooks they are with their fine print. wanted more money to cancel than paid for the flights. will never deal with swoop or westjet again. lets just hope corona virus bankrupts them……carma

  • judith cavill

    I had booked a round trip Hamilton to Orlando March 12 to March 18. Due to the outbreak I was not able to complete the trip for myself and two others. I have tried repeatedly to contact Swoop. Phone calls are cut off after waiting 35-60 mins. I requested a return message and none was received. In trying to cancel my flights on the Swoop site I repeatedly got the message that I had to sign in to cancel – then when I tried to sign in I received the message: “Unable to complete sign in. Try again later”. I have tried everything to contact Swoop to no avail.

    Regarding my flights down, I understand Swoop is refunding flights booked after march 14. However, on the morning of March 12 (the day of the departing flight) I learned that the situation had worsened and out of country travel was not advised. On the basis of this, and my obligation to comply, I cancelled the flights. I believe we are entitled to the same refund as those flights two days later. Thank you

  • peter philbert

    you sent me an e-mail saying my flight on april 12 was cancelled.in that e-mail was a button to push for a credit with swoop.could you please sent me that e-mail again..my reserve. code was F26VMI..

  • Diane Toulouse

    Hi, I flew home from Mexico on March 18, 2020. I had originally paid for my carry-on baggage for both departure and return a total of $100.00. On March 17, 2020, Swoop would not let me complete the online check-in unless I paid for my carry-on again. I have now been over charged and would like this money back. I have a paper trail for proof. Who can I contact for the reimbursement? Thanks in advance for your assistance.

  • Nomer Razon

    I wish someone could answer me on the phone when I tried to call for several days now outside my 7 days, I tried to navigate the web still no luck , all im trying to do is to cancel my flight and hope to get future credit, B58MFM, Mar 25, 2020 to Abbotsford fr Edm vise versa on Mar. 29, 2020 . the trade show got cancelled and I got laid off at work , so I just want my money back or get a future credit.

  • Lipika

    Hi Swoop Airlines,

    This is urgent. I have been trying to reach you since last Wednesday when I booked my flight but none of the representative took my call.

    My reservation number is QB53PN and my flight number is WO107.

    My concern is that I would like to prepone my flight. At present it is on March 26th,I would like to have it on March 23rd. Please let me know if this can be done free of cost?


  • Noreen Watt

    I HAVE TRIED TO MODIFY my flight . Best of luck, you do not answer the phone and I have never been so frustrated. Because Manitoba has stated no inter provincial travel I need to cancel my flight or change it to a different date, no luck. I can tell you now I will never ever fly swoop, I realize you are very busy because of this virus, but I have been trying now for two weeks to contact someone or cancel or modify my trip no luck. SWooP you really are bad at customer relations. This is my fourth time at trying to change things, terrible. Very very unhappy with SWOOP

  • Charles R (Dick) Tompkins

    I cancelled my reservation C3PH5P online because of corvid-19, and selected “refund”. I now find this is not a refund, but swoop credits that have appeared in my account. Apparently these expire in 90 days, and there is, of course, no guarantee that you will even be flying again by that time…and the only time I would want to use them is to travel for 2 weeks to the US next spring – as I do annually. Is there any chance you will refund my payment to the original credit card, as other airlines do, or that you will be extending the expiry for credits issued during the crisis – say for 1 year?

  • Dal Stupak

    I am waiting on my phone and also have an open chat line that no one is answering. I am starting to understand why your review rating is so low. You cancel my flight so you won’t loose more money. You give a credit in my profile then charge more later. I have been on th phone for a half hour and on line chat for 45 minutes. Pay the extra and fly with someone who cares.

  • Wendy

    I’ve been trying to get a hold of someone, Swoop cancelled my grandchildren’s flight coming back from Vancouver but you haven’t done anything with the flight that is going to Vancouver and no mention of refund. I’m not sending two children to Vancouver with what is happening let alone that you cancelled their return flight how can I get a hold of someone at Swoop.

  • Wendy

    Also I phoned last week when there was more than 7 days tell my grandchildren’s flight and I did get a hold of someone but she told me to call back this week. So because you can only get Modify if your flight is longer than 7 days away I’ve missed the deadline and yet one fellow at work said that they had put it automatically on his flight. What’s up with that you are only doing a select few???? I would like a refund….

  • Desneiges Roy

    My reservation code is T3UB4S, My name is Desneiges Roy, My husband Gilles Roy were suppose to fly to Wpg on March 23, I received an email from Swoop indication my flight time had changed, but at that time we were told to stay home and not go anywhere unless necessary, Prime Minister Trudeau and Christea Freeland along with Dr. Tham made that very very clean. So we decided that we will not fly to Wpg because it was not an urgent flight and not necessary, We wanted to do our part like all Canadians were told to do. I tried to call Swoop about cancelling my flight and just either credit for further use when this will be all over. I could not get thru an operator as you would know. Lines were continously busy. We were to fly home on March 29, finally after 2 hours of waiting to speak to customer service I was told that Swoop didnt cancel my flight on the 23 rather gave me another time for the same day. I explained to her the situation and she assured me that our flight wasnt cancelled and it was flying to Wpg, I explained to her that I was doing my part as a Canadian for what we were told by Prime Minister to STAY HOME. I feel that we should be given a credit for our flight on March 23, she said she couldnt , we didnt qualify, but she will give be another day for return flight on the March 29. She scheduled us for Oct. I dont understand the reasonning for not giving a credit on our flight March 23. What part of STAY HOME did she not understand. I would likje a follow up email ,please,,we fly Swoop for all our flights ..i have always used Swoop in the past and l always loved the service, but i feel i was not treated right. Thank you

  • Gertrude

    Am really frustrated with Swoop. Was double charged for the same flight. Wrote to Swoop and got no response. Phone not going through. What do I need to do to get my money back?

  • roger rolfe

    Due to covid19 and government health official advice i need to cancel our flight from Abbotsford B.C to Hamilton Ontario
    originally our flight was booked two months in advance, now one month was May 3RD Swoop changed it twice now May 13th. 2020. As seniors it is wise for us to put this trip off until this virus outbreak stabilizes we are in our late seventies. Phoned you Calgary number and was diverted to Fourway travel Houston Texas who requested $125.00 per person to defer the flight I assume in USD funds so over 300 dollars Canadian. i refused this could be a scam. I don’t think I should suffer any penalty special when I am not requesting a refund but putting the $800.00 as payment for a ticket at a later date. Impossible to get through too Swoop. next will be a registered letter to your head office. Under these circumstances I feel my request is fair I could just cancel and take this to the ministry of transport. Thank you. Idont feel safe giving reservation code and other details through this format.

  • Christina Froberg

    Hi swoop,
    As emailed 3x before and I’ve checked your website for ways to contact you. You phone line states “can’t take your call at this time”, your social media support is AI and can’t respond. So I’m trying this.
    I received a flight change email. I recognize that there are challenges occurring, however this trip is for an event over the weekend.
    The proposed dates will completely miss our event. Reservation code is W2YQKL
    We would like a refund if these are the only options as they are no longer valid to our original agreement.
    Please let me know if I need to call and what phone number as no specific number was noted in this email.
    Christina Froberg

  • Fran

    Have been on hold for well over an hour!!! Not impressed!!!

    Please help those in need.. where is the CEO in all of this.. Probably flying Air Canada

  • Patricia Ruesen

    I have been trying to get in touch with you for 2 weeks. Yesterday I called twice. I waited both times for 2 hours and then was disconnected after I started to talk to someone. My husband and I are unable to travel at this time and need to cancel our flights. We will be travelling again but not sure the dates at this time. One of our flights leaves tomorrow April 9th. A credit would be great so we can book again. The flights are as follows:

    M7J77G leaving April 9th for Patricia Ruesen abd Joseph Ruesen – Hamilton to Edmonton.
    M29NPY leaving April 13th – Edmonton to Hamilton for Patricia Ruesen
    NCGLRX leaving April 21st Edmonton to Hamilton for Joseph Ruese.

    Please advise ASAP that this can be done.

    Thank you!

    Patti Ruesen

  • Alicia Maurer

    I have sent several emails but no one even bothered to acknowledge receipt of my emails, never mind answering my question. I posted my question also in your Facebook timeline. Please respond or refund my flight with cash not credits.

  • mark hemmings

    My reservation code is Z117KB, Mark Hemmings

    My trip has been cancelled and I have been trying to cancel on my end but have not been able to access your site for over a week. It keeps saying try back later. I simply want to cancel the trip and have the funds returned to the credit card until things are clear to rebook.

  • Rick Hackman

    I have been checking for flights affected by Covid 19 on your site.
    As of today, the latest information is from March 25, that’s 18 days ago.
    If flights were affected, the people aren’t finding out about it till at least 18 days after the fact, quarantine is only 14 days???
    I chose to not fly the return portion of my itinerary with Swoop on March 26 due to the lack of confidence in the communication from Swoop.
    The website said i could postpone the flight prior to 10 days of departure, tried the website, impossible, tried calling, impossible.
    I have enjoyed flying on Swoop on several occasions, but this doesn’t impress me!!

  • Christian P Blancard

    I would like to cancel my flights but the website is not letting me sign-in in order to do so. I would like to receive a travel voucher if possible please. You can reach me at the email below or phone 204-451-6030

  • Christian P Blancard

    Again. I need to be able to sign-in in order to cancel my flights. Either that or talk to an agent which is impossible right now. Please help me. My reservation # is TCHRVK.

  • Cameron Foss

    We received an email regarding our flight being cancelled, I have forgotten my password, have went on and followed the instructions to reset my password and no email has ever been sent for password reset. I have sent a number of emails also and no response. Can you please help me out

  • ludger jesso

    we have flight booked sept 9th to hamition ont is that going to be still good to travel because of the virus if so would our money be returned on our credit card if the fights are now flying let i us know please if the flight still on for sept ty ludger and judy jesso halifax ns

  • Richard Behrens

    My name is Richard Behrens. I had a flight in late March 2020 cancelled. My flight number was WO745. My reservation code was I8U3KD. The flight was for Fort Lauderdale Florida. I have not received updates or emails about the current status of the $1505.04 for the two tickets that were purchased. Could you please send me an email update me.

  • Pat Grandbois

    Will not be published, thats to bad as this is a complaint, Soop has cancelled both my flights in September and giving me credits well I do not want a credit, I want to go and see my sick mother in a nursing home in Gimli Manitoba. She scared and very sick, I do want a refund so I can take another flight with West jet. I have waited a long time through this Covid-9 to be safe to travel and September I was hoping that safe time would be, if she does not pass away before then. I can not aford to pay another $400 for a flight and do need that monies to rebook with another airline. I do know it is not your fault you are just a employee but please see what you can do, it is the policy of the no heart owner of Swoop. Times are critical now everyone is suffering with the world collapsing. Please send this note to the manager and let him/her know I will not sit back and let this not practical policy Swoop has, by keeping clients money, when everyone is suffering financially. I do have to go to Winnipeg to see my mother as it looks the Virus is subsiding in the next month or so ( I hope) Please do reply ASAP, from your manager if he /she has the heart of some kind and give me the monies I have paid. My flight numbers are wo400 reservation oyyyja and s8bm2t flight w04oo Waiting for a respond if this manager is a professional ?? Have been on the phone for over an hour with no answer just music, mmmmm

  • Venkata Krishna Moorty patchava

    Dear Madam/Sir,
    I wanz to know if you are operating flights from July onwards from India to Germany. On 02. or 03.07,20 I would like to take a busuness class flight from Hyderabad to Frankfurt. Please inform if it is pos sible or not. Thank you.
    Best regards
    V..k.m. Patchava

  • Tanja Schulze

    Hi, my flight has changed and I took your offer to cancel the flight and to change the costs into swoop credits. I’d like to refund the costs because of Covid-19 we can’t travel from Germany to Canada and it’s not sure if we can travel next year.
    Cancelled reservation code: M6JUYM

    Kind regards

    Tanja Schulze


    I have a credit with you for a flight from Hamilton to Fort Lauderdale which was cancelled due to Covid 19., I now see that in your new schedule you will no longer be flying into Fort Lauderdale. Can I now have a refund as you no longer offer the service I purchased?

  • Steve Young

    I would like to know if our SWOOP flight from London ON to Las Vegas that we cancelled as the pandemic was starting to take hold in March – whether there will be the opportunity to re-book within two years. We haven’t received an email to that affect but need to know if that is the case or not.

    Please let me know.
    Steve Young

  • Debbie Stargratt

    I need to speak to the owner of Swoop Airlines asap plz. Concerning the safely of passengers on Monday Oct 12 at 9:40 pm the plane left Hamilton (Munro) airport. Arrived in Leduc Edmonton Alberta. My number to reach me on is 647-928-6969. Plz contact me asap as I will post what happened on Facebook and go to the news about it. If I am not contacted in a reasonable time frame.

  • Roland & Carol Moar

    Double charging for flight change due to death in family. I have been trying since the Sept 30 to get this rectified and I have been stone walled every time. No one can make a simple change with out money being the major factor. It would be appreciated if someone in charge could at least show some empathy.

  • Sherrill Harrison

    My husband, Glen Harrison, is flying from yeg to pvr today, November 14 on Swoop flight # 620PVR departing at 12:00. He was not able to take an electric orbital sander on the plane so it is left at your office at the airport in Edmonton. I need to know where I can pick it up there and when.

    Thank you,
    Sherrill Harrison
    Email: [email protected]

  • Guy Soehner

    I flew from Edmonton to Hamilton via Swoop on Oct 9/2020 , was to return on Oct 16/2020 , my 82 year old mother fell while I was there and was in the hospital for 3 days , surgery was recommended and performed 2 weeks later . The hospital would only release my mother if she would have round the clock care until the operation . My wife called Swoop and tried to reschedule my flight for a week later , they refused to allow me the change my flight to a week later to look after my mother . They said I could book another flight a week later but would not get refund for the cancelled flight. I now have a letter from the surgeon saying she was only being discharged because I was there for 24 Hour care . My wife booked and paid for another flight a week later for me to return to Edmonton after we had arranged for family support for my mother but Swoop refuses to refund or even give us a credit .

  • Michael Nesom

    No other business could have this level of customer service and survive. My booking was cancelled by swoop due to the pandemic then I was told I wouldn’t get a refund I would have to use vouchers within two years. Then swoop stopped flying in and out of Winnipeg. Not sure how I can use the vouchers now. I can’t believe West Jet actually created an airline with worse customer service than theirs. Way to go.

  • Joanne Lazar

    DISGUSTING SERVICE FROM A COUNTER AGENT IN THE MORNING OF DEC.25TH.2020 ID# 710637,, was not helpful at all, did not provide alternative option or even try to help.. she was asked her name , she provide a number and that is it, refused to provide her name and hided her name badge to avoid showing it to a customer,, what is the point wearing a name badge, why do you have it invisible if you do not want to give it to a customer which they have the right to know whom they are dealing with.. the agent ID# was given was:- 710637 disgusting service from her,, unprofessional, I guess that is why Swoop airline sell cheap tickets, because they have cheap service and non-professional service. Was my first time and its last time even if i see a $1 ticket, I wouldn’t trust to fly with them.

  • Sonya Feeney

    I have tried to speak with a person in regards to my flights that were cancelled due to COVID. I was given an extension but time is running out and we are still not able to travel.

    Please can somebody contact me at 236-544-7131

  • Mary Jo

    My flights were cancelled April 9, 2019, from Edmonton to London (where you no longer fly to), when can I expect my refund.

    I have no idea when you site that says April 4 was updated, and you make it very hard to contact you.

    Would appreciate an estimated time of refund.

  • Mary Jo Thibodeau

    My flights was cancelled March 21, reservation UY537A. Our flights were for April 9/2020. When can I expect a refund.

    The credit is useless as my mother no longer lives there for me to need to visit.

    Thank you
    Mary Jo

  • donnam lewington

    our flight was cancelled in june or july because of covid. haven;t heard anything about our refund yet. our resevation code was r4p5ts flight wo215 for august 10 2020. could you please get back to me on this matter. thank you

  • Frances wood

    Unfortunately I’m extremely disappointed with the service I received when trying to cancel my flights for a credit for future use. I was told it was impossible and that on top of that I couldn’t have a rebooking fee waived. I have rebooked tho I don’t know if I can make that flight either. My husband had leg surgery this week and needs me to help him at home. I have always been pleased with my service until now. I fly swoop every three months to BC to see family. After my flight P7CPJJ IN April I will no longer be using your services. I am a very upset customer in these trying times. I won’t hesitate to tell friends of my displeasure. I just wanted a credit!

  • Stephen Cowley

    My name is Stephen Cowley and my customer number is 1620007125. I currently have a credit due to a flight cancellation caused by the pandemic. I noted in my account that this credit is only good until July 11, 20021. Your cancellation policy says this credit should be good for two years with a booking done later that the two years. I would appreciate it if you can clarify this and let me know the right date. If it is 2021, then I would like cash refund. Please advise.
    —-Thanks Stephen

  • David Brown

    I had flights from Hamilton Airport Canceled due to Covid 19 and re booked twice. These flights were return trips to Las Vegas. Swoop Airlines has since stopped flights from Hamilton to Las Vegas. When restrictions are lifted I would have to fly from Pearson. I have in the past flown from Hamilton and loved the experience. Flying from Toronto is Horrible. I DO NOT WISH TO GO TO PEARSON FOR ANY FLIGHT.
    My first booking was for April 2020 rebooked for June 2020 and last booking was for September 15 2020 .. I understand the reason for cancelation due to Covid19, but for Swoop to decide to suspend trips from Hamilton-Las Vegas forcing passengers to deal with travelling to and navigating Pearson is wrong..
    I want a refund, but Swoop is not responding.
    For all future trips I will return to flying from Buffalo. Southwest & JetBlue have been fine in the past.
    David Brown

  • Parminder Dhillon

    I booked my flight from British Columbia to Ontario 2 months ago to meet my fiancé and I already booked hotel to stay. Now 2 days there are some restrictions add in Ontario. I just want to know that may I travel or not. Can you please send me email.
    Thank you

  • Dave Sagert

    Have to cancel/postpone flight to Edmonton at the end of the month..only essential travel..how does this work?
    April 30..flight WO 182 from Abbotsford
    May 2. ..flight WO 183 from Edmonton
    Hope to hear from you soon.
    Dave Sagert

  • Wayne Smith

    I have been trying to contact you re my cancelled flight from April 20/20 K8H9JT, with no avail since last June! Others in our group that flew at this time received refunds, we have not as of yet! No emails, nothing from you! I want my money back! The updates on your website don’t tell u anything and u cannot contact Swoop. Very poor customer service, I doubt if I will ever fly with u again!

  • Sylvia Genders

    Who to call for tech support when your site does not register input on a credit card? I am not paying $15 for this.

  • Prabhjot

    Good Morning

    I am trying to contact regarding flying from Winnipeg to Hamilton, I want to know if my kids can fly by showing their health card as they don’t have a photo id? One is 7 years old and another one is 2, they are flying with me but only I have a photo id.

  • Annette Gamblin

    Hi I booked my flight leaving Edmonton on Aug 9 to Halifax and returning on Aug 23 from Halifax to Edmonton. I accidentally deleted my reservation with flight number and info and would like to know if u could email me another thanks in advance

  • Steven Skarratt

    I am extremely disappointed with the events that occurred on my flight #419 on June 11 2021. I was removed from the aircraft after an incident. As your head flight attendant, ( I believe her name is Kelly Anne) I would expect a higher level of professionalism. I will be pursuing legal actions against this staff member of yours as well as your company.
    I was personally assaulted by this staff member as well as my property damaged. I was simply requesting to take a picture of this staff members name tag so I could remember who to file my complaint about. From than the situation quickly escalated. I insisted she put her mask on wile she was yelling at me and I was refused this request. I will have a full document explaining my side of the story that I will be sending to your department with legal representation.
    I would appreciate a response, regarding what will be the next step for your company to resolve this serious issue.
    As result of Swoop management, I have been put through physical abuse and threats, as well as serious mental, and monetary stress.

  • james millar

    How do I change my email address in MY profile, I only see option to change password , but email is outdated
    new one is [email protected] customer number is 1620000766, please advise or change for me and acknowledge

  • Juwairihya Rafi

    My name is Juwairihya Rafi and i had booked the Fly Swoop flight for a family of 5 leaving on July 3rd and returning on July 6th.
    – Unfortunately, due to Covid-related illness that has affected our family, we are unable to travel this weekend and are in quarantine. Instead of cancelling, we would like to postpone our trip to September. I have moved out the hotel and car rental bookings accordingly.

    We tried to reach Fly Swoop Customer Care today but were unsuccessful. And tried to modify the flight booking using the online help tool and were partially successful.
    – We have moved out the return flight from Abbottsford to Toronto to Sept. 8th but were not successful in moving out the departure date to Sept 5th.
    Please note that we are unable to travel in the next 14 days due to unavailability of vacation days, prior commitments, etc.
    We would like to request flexibility and your help in moving out our departure date from July 3rd to Sept 5th.
    – I would appreciate if you could please review our request and get back to us.

    J. Rafi

  • Jean Hillis

    I have been trying to contact Swoop to book a flight for our 14 year old grandson to fly, unaccompanied, from Kelowna BC to Hamilton ON on July 15. It is necessary for me to arrange this with an agent because of his age. I have been on hold for more than 5 hours over the last 2 days and am pretty frustrated. Does no one answer your phones?

  • Morley Marshall

    After several attempts over the past 2 weeks, to successfully book a flight, I am having trouble accessing the credit in my swoop account. I have both emailed and faxed your office regarding this issue and to date have had no reply to either. I would appreciate some one to contact me to resolve the issue. Thank you.
    Morley Marshall – July 12, 2021

  • Mary Lucas

    I have been trying to contact a rep since last Friday, that’s 5 days of constant calling, FB messenger and emails. To date, I still have not received one response or connection with a human of any variety. Bought 2 tickets, my daughter was mauled by a dog and has been in hospital since therefore cannot fly. Is it so difficult just to be decent humans and have even slight customer service??!

  • Bernard Kolbmann

    Conf # BBRC5U Round trip YHM to YEG Return should be 11/3/21, versus 10/26/21. Please correct data and confirm to sender.

  • Tenywa paul

    need more information and why you double charged during this Covid period even after changing my flight. 13/jul/2021 was my return date from Toronto to Edmonton. I paid $ 509.99 yet was booked to travel back to Edmonton. am very disappointed and need an explanation and my money back.
    it was easy booking but now nobody picks the phone.

    Paul Tenywa Kafuko

  • Susanne Johnson

    Customer service us ridiculous!!!! Flight rescheduled….cannot accommodate us. Want to speak with someone and want REFUND!!!!!

  • Sylvia Gazel

    Hello , I booked a flight from Hamilton to Kelowna for August 5 . My flight got changed and I am unable to use that flight . I tried to cancel and have not received info that I canceled and have not received my refund . My reservation code is Q6CNHM . Please take care of this matter ASAP .
    Sylvia Gazel

  • Greg & Julie Armstrong

    WORST service ever!!! We booked for Aug 2 – Aug 6. On July 14th over night we received AN EMAIL saying our flights were moved to July 30 to Aug 8. This was absolutely shocking. How do you do that without checking with your customer. My wife is a nurse and cannot miss extra shifts at her hospital. In the real world people have work commitments. We placed a call to both Swoop and Expedia. Neither had/have the curtesy to get back to us. We’ve sat on hold for multiple hours Thursday, Friday, Saturday and Sunday. At 3am in the morning i got someone from Expedia on the phone. Yes you read that right 3am. They told me i needed to talk to Swoop. Back i went to try and contact Swoop again. Calls, emails, via Twitter and FB messenger. Both my wife and i trying. We then found a way to change things ourselves on the Swoop website and adjusted the flight from Swoops adjustment of July 30 – Aug 8 to Aug 1 – Aug 4. (loosing a day from our original booking) We were sent a confirmation of the change based on what was available. A day later over night at 4:13am an email was sent saying Swoop had again changed our flight from Aug 1-4th to July 30 – Aug 8. Again we started attempting to reach Swoop. Once again hours of wait times. No answers computer generated responses. On Sunday the 18th at 14:39 we received an email saying our flights were now again changed to Aug 1-4th and that an extra $657.30 was charged to my credit card. My wife tried sending them messages to say WTF, how?????? So now at this point we have paid for flights, had them adjusted several times by the airline, charged extra fees and have no idea when we are actually travelling and no one is getting back to us. And my son is waiting to confirm when we are coming to BC so he can adjust his schedule as a paramedic.

  • Sadia Chaudhry

    My Booking reference number is “CDFS7B” I have multiple bookings with your airline. I changed by booking for “CDFS7B” an hour ago in error and I am online and on hold on the phone for one hour. Could you please revert my change and keep my old date and time. I really appreciate your help and assistance. The original booking was on Aug 6, 20121 instead of Aug 8th.
    The booking is for my husband “Hasan Razak” and he has an international flight to catch on Aug 6th in the afternoon from Toronto.

  • Rajinder Kaur

    Hi, I booked 3 tickets from Abbotsford to Edmonton on July 11 . We are departure on July 31. ON booking time I made spelling error in email address I wrote there gmaul.com instead of gmail.com so I didn’t get any confirmation email and my phone is not working so I don’t have reservation code. Can you please help me to get back my reservation code .Your help will be appreciated. Thank you.

  • William Butt

    I have been for the past 2 days (via facebook chat and via phone) to get an answer to my question.

    I booked a flight for a friend using MY email and MY credit card. Due to covid, it was canceled and I was sent an email (my email) regarding the reservation code and how to check it.

    However, it does not appear under my ‘swoop credits’ when I log in under my email.. and was informed via chat that because it was booked under another name.

    That makes absolute no sense at all and whoever designed it this way needs a lesson in common sense and customer service.
    I fail to see how any of that makes sense; it’s MY credit booked using MY email and MY credit card but because it’s under another name, I can’t see it.

    I have been trying to contact someone for 4 hours now and I started first thing when you were opened and have been hold ever since.

    Is there anyway possible that I can get this request escalated to someone that I can actually speak with?

    Thank you.

  • Deokwoo Lee

    Dear Sir / Madam,

    I booked a flight for Swoop through Expedia few weeks ago. My reservation code is WZ787B.
    Unfortunately, however, I am unable to travel due to my unavoidable circumstances.
    So I tried to cancel my booking in many ways, but I couldn’t contact customer services.
    I called Expedia first, but they said I should contact Swoop directly.
    So I’ve tried calling many times to Swoop and left a message through a chat program, but I haven’t received any answers yet from you, so I’m writing you directly.
    Hopefully, please cancel my flight plan. If it is impossible, please change it to credit for my next trip in the future.

    Yours faithfully,

    Swoop Customer number 3850008433

  • Geraldo Della Serra

    I would like to change my seat so I am sitting next to my spouse tommorow morning at 10.15am to Hamilton OC1JPK she is sitting 20C
    I am sitting at 23F how do we change this ??

  • Navjot Singh

    I paid online for carry on bag and got fully charged at check in for oversized bag. And when i asked to adjust the fee with online amount i paid . They said sorry we cant do it, i have to conatct customer service. Whereas customer service never answered the phn call. So my $120 is gone.

  • Mike Forbes

    Customer Service from SWOOP is the absolute worst. Not EVERYTHING can be resolved by a fackin BOT. I wanna resolve it through a HUMAN who has a firm grasp on ENGLISH please. Is that too much to ask for when you spend the assholian amount of dough we do to get on a plane in this country?

  • Takako Nishimoto

    I booked for a round trip flight from Abbotsford to Hamilton for two persons. The booking code is M2NQMI for two persons. My credit cards transaction shows that Swoop billed me $603.62 twice, at 11:06 and 11:16 on September 7. I called your number 587-441-1001 but, as usual, you were having higher than normal volume, and my call never get through to anyone other than tape voice. All I want is that you correct the billing.

  • Lori

    This airline is the worst of the worst. Never again. Hope and pray my refund for the flight they cancelled will come through. Can’t even get in touch with a live person in any way, shape or form (unless I call and pay $15) to confirm that my decision to cancel my trip because of their flight changes has gone through. Now it’s too late to rebook Air Canada because their prices have gone up since my original booking. Never again with Swoop.

  • Margo Tulk

    I am quite certain the pre-Covid, Swoop flew into London, ON. I am wondering if there are any plans to return to London in the future. It would make my life much easier. ☺️ Thank you.

    Margo Tulk

  • J. van Leeuwen

    I booked a flight with Swoop yesterday, with the name on my passport as my passenger name. When I received the confirmation email with my itinerary and receipt, my passenger name shows an incorrect name.
    This will prevent me from being able to board on my travel date.
    How can this be remedied?

  • Bernard Stuchenko

    Booked flight to Mexico for November 20,2021 on October 11,2021. Is it possible to get my itinerary as i cant find it in any email folders. Thanks. Bernard

  • Connie

    Please contact me in regards to my refund! You changed my flight and i need to rebook! No one answers the phone , website not working, dont respond to messages.

  • tia dibenedetto

    My father is flying out of victoria into toronto at the end of the month. he hasn’t yet received and may not receive his plastic proof of vaccination card. he has paper copies. will he be able to board his flight?

  • Elaine Lalonde

    I have been on hold trying to reach an agent for 1 hour and 41 minutes right now!!
    Is there even an agent available? this is unacceptable as a customer bneeding assistance.

  • Elaine Lalonde

    I have been on hold trying to reach an agent for 1 hour and 41 minutes right now!!
    Is there even an agent available? this is unacceptable as a customer bneeding assistance.

    What a scam to expect me to PAY to get a problem resolved because your airline won’t answer a phone?!

  • Tan

    Not impressed with Swoop Airline, AT ALL!!
    Neither with FlightHub that I booked through, for the cheapest deal.
    They both couldn’t be more crooked as they come. They will not even give an email address to connect/respond/complain/ask questions.
    They only send you a ‘no-reply address’. What good is that? Are they afraid of honest questions being asked of them?
    The airline charges $40 for a carry-on bag; $40 for a check-in bag; EACH WAY, on a round trip, within Canada. That amounts to $160 (just for bags) on a 4 to 5 week trip.
    Also, one has to pay for their seat. Is one allowed to stand on an aircraft, if they choose to?
    I ended up paying $800+ for a return trip from Edmonton to Toronto. They don’t tell about the additional hidden charges until you book & pay for the flight. A HUGE RIP-OFF!
    I learnt a lesson. I hope they both go belly-up/bankrupt/out-of-business very soon (before my flights, of course). I worked in the aviation industry for over 35 years (with TC & NC) as an air traffic control technologist; this is the worst rip-off I have ever encountered; I travel and have traveled a lot. I do not at all pity neither of those companies; including Air Canada (aka Scare Canada), Flair (what flair?), Swoop (aka ‘swoop you off your feet, not in a good way’). European & U.S. airlines have very much better deals. We, in Canada, are being shafted, big time! Where is the revenues going to; CEO’s & management’s pockets? And the govt doesn’t do anything about this? Hand-in-glove! SHAME, SHAME ON ALL in charge…..

  • robert crosmas

    I am in Florida and I have a 91 year old Uncle in Canada, He wants to visit me in Feb. He does not have a cell phone and is unable to purchase the tickets. If i buy the tickets in his name and have the tickets sent to me (email) can I print and send to him? When I searched Swoop nowhere was I asked my email address.

  • Donna Kenyon

    The new 24 hour test required by the US government for passengers entering the US is a problem for me. There are no labs in Ontario that can provide this as the 26th of Dec is a statutory holiday. Please help!!

  • Derek Walker

    I was very impressed back in July (July 16th 2021 16:30) when we flew Abbotsford to Edmonton.

    When we landed at Edmonton there was an announcement to get off the plane in the order of our seat rows starting at the front end and not to get out of our seats until the row immediately in front was leaving. This is a very smart practice as it continues to confine an individual passenger’s exposure to other passengers to the few rows around them. It did not seem to take any longer to get off the plane compared to normal.

    When there is the usual “free for all” exit you could have people from a totally different part of the plane standing right next to you for an extended period of time, which happens so often when passengers are about to disembark and there is a delay for some reason.

    I applaud that flight crew for this controlled plane exit. It did not happen on the return flight – it was the usual “free for all” exit so a controlled exit seems not to be policy, which is a pity.

    I would encourage you to make the controlled exit as air line policy, at least for now during these times of Covid. It is safer for each and every passenger and makes tracing if needed more precise.

    Please raise my suggestion at executive and crew meetings now and make this coming Christmas season safer for all (and for the duration of the pandemic).


  • Ron & Brenda Aitken

    Why don’t you make it possible to reach you. I am still waiting for you to work out my Covid flight cancellation refund. It is now almost two years. It seems like getting hold of you is nigh on impossible.

  • Catherine Wark

    DO NOT book flights with this company. They cancelled my return flight the next day and I have been trying to get a refund since and even if I wanted a different return flight, there was 0 available…like wtf!! If you are willing to just burn $150, sure book with this company…ughhh
    Not to mention this booking was for a medical appointment. Not cool

  • Gaylene Strickland

    Hello there
    we are suppose to fly from Edmonton to Victoria on the 27th of January been calling been on hold for hours , as we have to cancel , due to our host having Covid , can’t seem to get through to anyone !!! Please help ! What else can we do ??
    Thanks Gaylene strickland

  • Valerie Jarema

    We [ Jarema) are flying out of Wpg to Abbotsford on Feb. 17, 2022 [flight WO165]
    Returning Feb. 27,2022 [flight WO164]

    We are seeing 2 confusing letters.
    Would you confirm for us that this is correct.
    Can we purchase insurance now even though we already booked our flights?

  • Derek Callfas

    My granddaughter Kianna Callfas was booked to fly from Mazatlán to Edmonton on Saturday Feb 5, 2022 (reservation W0627). The morning of the flight we received and email telling us the flight was cancelled and she was then arbitrarily booked on a flight Monday Feb 7th. (reservation G8262D) with no other options advised.. She had to be back in Edmonton before Monday. We scrambled to find an alternate booking and managed to book with your parent company Westjet on a flight that left on the Saturday as originally planned but at a much higher price. I have been attempting to deal with this cancellation through your website but it has proven impossible. I tried phoning and again no response. I am asking for in all fairness for a refund of the return potion of reservation W0627. I will try phoning you again tomorrow but wanted this in writing as well.

  • Vonda Peterson

    The reservation code given to me by Swoop reports as invalid. I’ve been waiting on the phone for an hour and a half, listening to that dumb music, expecting to have to pay $15 for THEIR mistake. I tried online, but without the correct code, it won’t let me in. No wonder they just give you 24 hours to change anything, the 24 hours will be up before they answer their phone.

    I certainly had better things to do with my day.

  • Elizabeth Estrada

    I have been trying to contact the airline to buy tickets.
    I have tried to book on line and it doesn’t allow me to paid I need help. I have send emails for 3 days without respond.
    Can someone please contact me to help with this situation

  • Lori Rowe

    Have tried numerous times to speak to a live person regarding a theft from my checked luggage. Would REALLY appreciate speaking to an agent to report this theft.
    The customer service telephone number is just messages but no ability to speak to an agent.

  • Lynn Whitley

    I can not believe this!!! I have been this phone for the second day now trying to get information on a return flight from Cancun,can’t talk
    to human ! this does not help us seniors come on people answer your phone!!!!

  • Patrick Cairns

    We returned from Abbottsford on Wednesday at 6:05 pm and our suitcase did not make it to Winnipeg.
    We were told that the matter would resolved quickly and the bag would be delievered or we could pick it up.
    There has been no communication from your representatives whatsoever!
    There are items in that suitcase that are vital!!
    Could someone please contact Patrick at 204-430-4211 ASAP!
    Thank You

  • fred SHAW

    I have been dealing with this issue for over a month on the chat line. In order to resolve an insurance claim, I need an email from swoop detailing that the flight i took(Y8EN7G on Dec 21/21) was non=refundable and non-transferrable and that no credit was issued. They basically want to ensure that we are not double-dipping. I submitted the required form as advised by the on-line Care Team and was advised that this is a regular request and that my request was in the queue. My original request was made Jan 27th, it is now Feb 23rd and I have heard nothing. My Insurance company keeps sending me requests for that information, How long is this Queue ??????, It is impossible to actually talk to a real live person at Swoop. Everytime I go on line, I have to deal with the Bot and cannot talk to an agent.
    The access to customer care is atrocious !!! What am I to do ???? This is very frustrating and I am asking what else I can do to expedite this request.

  • Carla B Paul

    I have been on hold for 1hour and 40 minutes. I would like to speak with a representative. My booking was changed and I want to know if I am eligible for a refund or credit.

  • Janita Klyn

    My husband and I are hoping to travel to Edmonton Alberta from Hamilton, Ontario at the end of April along with my my brother and sister in law.
    We do not have our covid Vaccinations due to religious reasons and were wondering if w accepting exemptions?
    Also we’d like to know if PCR tests are necessary or if you accept a rapid antigen test by a professional?

  • Don Johnson

    Unable to contact Swoop. They want to charge $15 to speak to an agent on a problem created by them. We booked to go from Victoria to Las Vegas on April 17, 2022. Confirmation #: X2M1SL. It was by accident we found out this flight was cancelled. Reason – unknown. All we want is our money refunded and a REASON for the cancellation, and why we were not notified.

  • Gina Pedrano


    Sent emails and called numerous times but to no avail. Booked for a vacation getaway to Toronto in Dec 2019; had it cancelled in June 2020 due to the pandemic. My online account doesn’t show any travel credits. How do I get a refund for the cancelled flight?

  • Diane

    Dear swoop
    I have nothing but positive experiences flying with swoop.
    Please tell me when you are going to treat everyone equal and scrap the vax pass. I find it over the top discriminating.

  • jen

    This is by far the WORST customer service i have ever had to deal with. I have been calling for 2 hours and no one is ever available. So I pretend that I want to book a new flight and behold, I get someone on the phone. But then they either hang up on me or direct back to the original number I called where no one is available.
    Missed my flight because the 2 Swoop staff at the airport did not let me through because they said I was 5 minutes late. I was there 40 minutes prior to my flight. Pre-checked in and no bags to check in. All I needed was for them to give me my boarding pass and let me through. They then laughed at me as I missed boarding my flight. Have tried all forms of communication with Swoop with no success in actually speaking with someone who can help me. WORST EXPERIENCE EVER! This company is not creditable and has the worst customer service… actually, no customer service.

  • Krista Betik

    HELP. My covid vacccination proof is under my updated name Krista Nadine Steffler Betik however my ticket matches my passport maiden name of Krista Steffler. I’m triple vaxed.

  • Gina Pedrano

    Why is it soooooooo hard to contact Swoop???

    Numerous calls and emails but to no avail. Your website says that you have refunded all the cancelled flights due to the pandemic. But until now, I haven’t received any refund.

    What’s your mailing address so I can just write a refund request letter?

  • Sandy Brooks

    I was on hold last night for an hour and 16 minutes then got cut off. When I called back I got a recording saying they were closed even though it was still within your listed working hours. This morning I was told the wait time was less than 30 minutes but I have been on hold for 45 minutes. I tried the online chat but was bumped to an agent but waited there for an hour but got no response. This is extremely frustrating, especially since you do not have a toll free number.

  • Patricia Anstee

    To whom it may concern, I am writing because we booked a flight through Priceline with swoop airlines on Feb. 17th. We had to cancel and I was told by Priceline that I had to cancel through the airline direct. So, I cancelled our flight. Our cancellation number is FB1B2X. It was cancelled less than 24 hours of booking. We were told we would receive a refund. We have heard nothing so I’ve tried calling your company to no avail. I have been on the phone at least 3 times on hold for 30 minutes only to be hung up on. I then called Priceline and was told that you had to refund it to them so they could refund it to us and they put me through to swoop again only to have the same thing happen…30 minutes on the phone only to be hung up on again. Again today, the same thing…It is virtually impossible to get ahold of anyone in your company. We are extremely frustrated and even more so when your message says that we’ll have to pay if we do get through?!?!? We would very much appreciate some help..we do not know where to go from here and we certainly cannot afford to loose that money. Could someone please help us? Thank You. Patricia Anstee

  • Jean Sheen

    I booked a flight from Hamilton to Edmonton on March 17, 2022.
    My credit card was charged twice on that day for 104.20 for hotel stay.
    Swoop airline booked my hotel stay on March 19, 2022..
    Please assist me in getting those amounts back,
    It was booked to the same credit card number that my ticket was booked to. Visa beginning #’ 4538
    Thank you.

  • Vanessa

    I have been on hold for 3 hours and 45 minutes. Seriously this is terrible.
    I have emailed and tried that chat, no help. I am beyond frustrated.

  • Frank

    To whom it may concern:
    This company should be embarrassed at your in-accessibility. I’ve spent over 4 hours on the phone, placed on hold. I went on your social media 3 times with no help received and I’ve tried your “Donna” which has proven to be crap. If you aren’t going to give customer service than get out of the business. This is disgraceful. I’ll be contacting the Better Business Bureau about this company.
    Sincerely, Frank


    Dear Sirs:

    Ref Confirmaton numbers QBEDYN,




    Our passengers will like to get a refund for the flight WO 602 YXX/PVR APR 16TH

    Please let us know as soon as possible

    Thank you

    Patricia Saavedra

  • Alison Foulkes

    Tried for just under 2 hours to speak with someone from customer service and got cut off.Incredibly frustrating as my flights have changed and do not work but require the return trip.Need to speak to an agent but doesn’t help if no one picks up or get cut off.Poor service.

  • Sukhmandeep Kaur

    This is my reservation code CEEUVB and i have question regarding baby care seat and stoller can we bring baby car seat and stoller in plane and how much weight we can carry in the plane. Thank you.Please reply as soon as possible

  • Natalie Wilson


    We had a flight scheduled to St Pete’s flight no 732.
    Departing at 6:30am from Toronto Pearson 4/23/22.

    We went through the booking process our baggage was tagged through the ticketing agent.
    We proceeded the baggage conveyor where we were met with a baggage handler who instructed us to put the baggage on the conveyor, which we did. He then stated there was nothing more for us to do. We proceeded to the US customs and asked to scan our boarding tickets. One of the tickets asked us to proceed to gate 3 while the other to gate 2. We were asked to wait until we saw our initials, we waited for over 30 mins. We started to panic as the flight was leaving in 30 minutes. We looked around for a swoop representative for assistance. There was no one there. We were told by the airport staff to go back through to the original ticketing counter to sort things out because the customs agent would not let us through without connecting our baggage to us.
    We went back to the ticketing agent booth. We were met with confusion and misdirection. We’re told to wait for the supervisor Alicia who we still have not seen.
    We spoke to a lady by the name of Sophia who did her best to assist us. Sophia made several call last to determine the location of our baggage. Sophia sent us to arrivals stating the baggage would be there. We went to arrivals and was told by a west jet agent to go back to the ticketing agent and tell them they need to send someone “domestic” baggage as someone would have to physically get the baggage and put the baggage in heavy items.
    We went back to Sophia who called someone and asked them to do just that.
    We have been at the airport since 3:00am for a 6:30 flight. As a result, we have missed our flight and still do not have our baggage.
    I understand this is a low budget airline however this is beyond acceptable.

    Our baggage no is 0995023184

    We are still at the airport please let me know how this can be resolved.

    Good morning

    Sophia was able to determine we were stuck in stage two and, as it turns out our baggage was sent to St Petersburg florida airport. We however, were not cleared in your systems or stuck in stage 2. Your error caused us to miss our flight. Not only did we miss our flight but we had to incur another 720 expense with another airline. We were in the airport system for almost 24 hours.

    Please have someone contact me to make this right.

    Thank you

  • Audrey Cole

    I have messaged to no avail. I booked Swwop in March of 2020t fly to Abbottsfor BC. The convention we were to attend was cancelled .. The same convention was cancelled the following year (July 2021. ) I still have a Swwop credit and cannot use it currently. My name is Audrey Cole. I have a credit of $872.02. My original booking number was V86F66.

  • Leslie Foote

    I currently have a booking Reservation # JC81Qx Leslue G Foote Flying Halifax N.S. To Hamilton Ontario July 25th Returning August 3rd. 1-902-410-4472 or 1-902-477-5570. Here’s my delema. On April 27, 2022 , I received an E.Mail changing my flight time on July 25th Halifax to Hamiton changed from 0950 to the new time of 6:20 arriving in Hamilton at 7:45 pm. They have asked me to confirm this time as being good and acceptable.I confirmed this through Cheap o Air , Now on April 30th I received a second e.mail asking me to again confirm this change. On this date I decided to phone your booking line 1-587-441-1001 and was put on hold for 90 minutes . My cell phone gave out and I lost the connection. Later this day a second call was placed to the same phone number and this time I was put on hold for an additional 120 minute. I need that reservation and the new time is okay . Please confirm my flight # JC81Qx.. there was another Booking number 74628938 ??. [email protected]

  • Sahir Basset

    I have been on hold for 2 hours. I called at 10 am eastern. I booked a flight. I have the ticket and reservation number . (Agency phone number 1-844-678-0280) Booked April, 2022. I asked what COVID requirements I needed to travel from Canada to the location I told the representative. I said I was not vaccinated. The agent told me I only needed a PCR test. I trusted the information the agent gave me. Today a friend told me to call Toronto Pearson Airport (416-247-7678) They informed me that In order to board any plane from Canada to any destination I need to be fully vaccinated. I therefor cannot take my trip. I am asking for a full refund. Please inform all your agents that to board a plane in Canada to any destination (international or domestic) the customer needs to be fully vaccinated.

  • Jeff Bromstein

    To Whom It May Concern,
    I have also reached out to your SWOOP CEO Mr. Ron Ellwell.
    I have literally wasted 2 days of my time waiting on line to speak with a customer service representative due to my inquiry.
    I was provided the tel.# (1 587 441 1001) to call for direct communication through your website, your Swoop ChatBot named Donna wasn’t at all helpful or any other online agents.
    This is now the 3rd day and I’ve been on hold for over an hour.
    This is extremely frustrating and not professional!
    Considering my professional position and network through linkedin, facebook and other platforms, I only want to say good things of this airline – so please handle this request and expedite in my favour.

    My SWOOP reservation # CB25KK
    I would like to cancel these (3) flights for me and my family and requesting a full refund to my credit card as I had originally paid. PLEASE communicate your acknowledgement and receipt of this e-mail and confirmation. Before any transactions are completed, I would like to verify the totals and to be e-mailed asap.
    Regrettably, I have recently been diagnosed with cancer and due to the circumstances cannot travel.
    I don’t need any more stresses.

    I am requesting a full refund of my three tickets purchased of $1589.85 plus the third party baggage and CHUBB flight insurance of an additional $148.18.

    The timing is imperative since I need all of my resources to pay for meds as I am not under any medical plan.
    When can I expect that this will be cancelled and fully refunded back to my credit card M/C as it is very important?

    I look forward to your prompt response in an amicable manner before the matter could escalate moving forward.

    Jeff Bromstein
    1 289 489 6195


    swoop cancelled my flight feb 24th and i haven’t received my refund yet. I have been on hold for hours. please contact me by email swoop, i want my refund!!!

  • Brian Jones

    Customer service is not bad, it is non existent. Customer service phone line goes unanswered, disconnecting after 2 1/2 hours on hold. Same luck with online cust service. Trying, so far unsuccessfully, to cancel flights after Swoop made changes to flights which didn`t work for us.

  • Carol Phillips

    I have been trying for 4 days to cancel two flights…6 hours on phone on Tuesday, the same on Wednesday and Thursday….no answers. Tried your on line info, no help.
    I need to cancel two flights…
    Howatt #P3CCJV
    Phillips #L3Gm65
    These need to be cancelled and my monies returned in the natured they were
    I want a prompt reply and have this done now. The service is atrocious and this is the only way to receive a reply from you….If I don’t get a prompt reply, I will have to contact the BBB for support

  • Gabriella

    I hope this email finds you well. I am very disappointed to learn that my flight has been cancelled with swoop airlines. My family and i planned our trip around these flights. We rented our airbnb, bought concert tickets and planned our events base on our flights. The flights offered instead of our original do not offer us a realistic solution. The first flight departs before our concert and the second flight is 2 days after our original date. We would have to find another place to live and all 4 of us would have to take time off of work accruing significant financial changes. This is not a viable option and as such, i would like to explore the options available to us. I strongly believe that alternate transportation measures be provided to us through your partner airlines at a similar rate. I have heard very poor reviews about Swoop and have hesitated booking outside of our “big 2” in Canada for reasons such as this. Word of mouth and customer satisfaction are strong tools when trying to generate new and continued ridership. I can understand that cancelations need to take place at times, but a realistic alternative (not multiple days) should be provided to the rider.
    I look forward to speaking with a representative about how a fare and equitable solution can be created.
    Thank you for your time and assistance,

  • Wendy A Deschenes

    I am trying to do my online checkin and am to the point to upload or scan my QR code. I have tried to upload and get message file to large. I am using a jpeg file. I do not have access to the file types your system mentions. I then tried to scan the QR code however it does not appear to be accepting it. The instructions say to push scan button which I did. The screen remains blank and it says okay but nothing
    shows up,



  • Tracey

    I just want to thank swoop airlines this was my first time flying with swoop and I can rate you 10 out of 10 for the excellent service I received I flew to abbotsford June 3rd and came back to edmonton June 11 both flights where top notch and friendly crew and staff and cleanes of the plane I just loved the ground crew in abbotsford they where a joy yo watch them enjoing there job 😀 I have told all my friends about my experience with swoop and I will continue flying with you.i tip my hat to each and everyone one of you sincerely Tracey hietanen from edmonton

  • Norma Smith

    We have code
    – O75ZUZ
    We are flying from Winnipeg to Edmonton for a family wedding when I first booked the flight it was a direct flight – now with 4 changes later it no longer a direct flight but we are missing a whole day with family! I booked till July 11 I want to leave on July 11 not 10th as stated in your last change
    This customer service is not the way to run a company as my adult children are already saying they will not book with “Swoop”
    Please make this right

  • Arti Khaparde

    I cancelled my booking within 24 hours of initial booking and I haven’t received my full refund. I have written a mail also but no reply.
    Can I know how much time the airline will take to refund?

  • Lisa Marcellin

    I am currently on hold for over 2 hours now.
    Thought I would try this instead.
    i got an email that you have changed my flight for the third time.
    This time you have moved the time but also the date by two days earlier.
    When I went to confirm it said charges may apply.
    Why would you be able to charge me when you are the one making the change not me?
    Flight reservation B668RZ to Winnipeg July 6 11:15.
    When do I reserve bags for my flight?

  • Yvonne Campbell

    Good morning, My mom had a flight on swoop to come to St Albert for her 90th birthday but the flight was cancelled last min. She tried several times and had 3 cancellations and never got to go the birthday party her family was having for her 90th birthday. She thinks swoop owes her a birthday wish and so do i Her name is Yvonne Campbell and yes she turned 90 years old today and is all alone due to not being able to get her flights

  • Claudette Whelchel

    I have booked a flight reservation code RYP4P4
    I received an email at [email protected], telling me my departure date was changed fromAugust 24 To August 27.
    My return date was not changed.
    That change shortened my visit by 3 days.
    I would like to extend my return from Sept. 8 to Sept. 10.
    I don’t feel I should have to pay for my return change since Swoop changed my departure.
    I am over 80 years old and want to visit my kids one last time. Help me please.

  • Tammy Gollin

    Swoop canceled by original booking by email and booked me on the next available flight… 5 days later. Unexpectable as I have a wedding to attend. If i accepted the revised flight, I would miss the wedding completely!
    Unable to get in touch with an agent, tried their customer service line, facebook and by submitting a ticket.
    My email clearing states I am able to accept the revised flight, OR cancel with a full refund to my original payment.
    I had to book with Westjet and spend an addtional $2K so I could be in Ottawa in time for my wedding
    It is now 10 days later with no resolutions OR refund to my original payment. I am out of pocket $1300.+
    Just disgusted with this airline.
    Booking ZZVKXR

  • Beverley Reis

    We booked a flight that your company in Winnipeg cancelled.We were charged 787.80 on our credit card that we should automatically be refunded for. Nobody has contacted us and your company has received our money. I have attempted to contact swoop by phone and all the websites that are provided online however there is no contact. I have spoken to my bank and this can be considered fraud if your company does not provide a service and takes money for it. I would like a answer as to how Swoop plans to resolve this issue and return our money.

  • Colette Trynchy

    I beleive my flights have been changed. I have not been notified of this yet. I can’t get anyone by phone. Told to go thru social media but I want-need to talk to someone. I dont have facebook. When I call the number it just says to go to social media. Very frustrated

  • Tina Tarbell

    I have been trying to book a group booking for almost 2 weeks now and noone has called me back. Am I better off doing them individually online?

  • Gretchen Mullin-Sawicki

    The first name on my ticket is incorrect. It says “Home” but needs to say “Gretchen” How can I get this fixed without driving to the airport?

  • Kristy Pantin

    It is impossible to reach Swoop Airlines by phone because the phone line doesn’t have that option. This is now the 2nd flight in a row that’s cancelled and I have a 16 yr old child travelling alone who I need to get back home from Halifax. Her flight TO HALIFAX had been cancelled and had to be rebooked (AT THE AIRPORT BECAUSE THERE IS NO PHONE CUSTOMER SERVICE), and now her return flight is cancelled. I NEED to be contacted to rebook her!!!

  • Azim J RUDA

    As snow Birds, in November 2021, we travelled from Toronto PIA to St Petersburg, Florida and we had a very pleasant first experience with Swoop. We are planning to travel gain in November 2022 to St. Petersburg, Florida but SWOOP (at the present time) on flies from HAMILTON, ON.
    Question: Is Hamiton, ON going to be a permanent change for this type of travel for Torontonians or does the schedule in the Winter 2022 revert back to Toronto PIA?
    Your information will be very much appreciated.

  • Faye Boyd

    My flight was cancelled and rescheduled by you. The dates are not viable, I would like to cancel these flights and receive a refund. The reservation code is I5QU6Z.

  • Mamta Mamta

    HI swoop team,
    i just want to know regarding my payment for the ticket which you have rescheduled for me for 17 september instead of 17 sep which i have booked for. my concern is dat from where will i get receive my payment details for the new booking which i have been charged for.

  • Shari Moore

    Absolutely the worst site to try and book on. Have been trying to book a flight for two days and it either expires or does not take my credit cards, which are no balance but says not a valid card number and is
    With no customer service to talk to how is this able to be put through. Please repl

  • Henri Gummesen

    I have been trying to find out if a flight has been delayed or not and cannot get anyone to give me an answer, what kind of service do you run. I’ll tell you A SHITTY ONE


    I booked flight for returning back on sep 05/2022 but got email that SWOOP Changed registration at their end for SEP 07. How come its good customer experience. OLD Handicap parents needs to look after and its not only one or two housr changed, many days added to return. pl contact me asap to solve the issue.

  • Griffin Dubbeld

    Multiple attempts made to reach a live person to resolve an issue with flight being canceled July 6th 2 hours before take off and having to book alternate with West Jet on my own at 4 times the price with no assistance from Swoop. Refund for canceled flight not received as well the compensation for having to rebook on our own canceled by Swoop. Totally unacceptable practice I am a firefighter in Northern Alberta and needed to be back as i was to be dispatched the next day to a fire
    Original fare paid $665 CAD return airfare —flew June 30th into Toronto from Edmonton no issues , return flight from Hamilton due to leave on July 6th at 3:15 pm this was canceled 2 hours before take off -refund canceled. Tried to get someone at swoop to help rebook no help, had to book new flight last minute on West Jet from Toronto to Edmonton at a last minute price of $882.25 CAD. I would like my issue to be escalated and my reund for canceled flight as well as compensation for the flight I had to book on my own without assistance from Swoop

  • Antoon (Tony) Kalt

    I cancelled my reservation M33CYI on August 14th and was told I would be getting a refund of $269.37 to my Visa card. It’s been 9 days so far. Can you tell me how much longer will it take?

  • Nicole Albuquerque

    Ridiculous company that happily took our money then didn’t send the email confirmation and we tried contacting every way known to man including drive to the swoop counter in Hamilton where we were told jo one could help us!!! Ended up having to pay NEW tickets via air Canada as we could not access Swoop purchased tickets…think I can speak to a solo to get a credit????

  • Margaret Janette Vanderwell

    Phoned during the call centre hours only to be told they couldn’t take my call right now, and hung up.


    Online access WILL NOT WORK.

    I need help. Now. NOTHING WORKS to get into my account and it’s impossible to talk to anyone for help. Just get the login to your account instructions. Well. I would, if I could.

  • Tamela J. Anderson

    Please contact me regarding a booking that I have coming up that has the improper middle initial/name for myself as the passenger. I am traveling across the Canadian/US border, so this has to be fixed!!!!! 7028608330.

  • Chuck Allen

    flight to toronto from abbotsford was cancelled on aug 17. we were rebooked with west jet our 4 hour flight turned into a 16 flight .we paid fo r our seat selection both ways and did not get what we paid for. i feel we should get a refund at least for that.one of our suitcases was damaged on way to toronto oh yah our return was also cancelled.worst trip ever

  • Renee MacKenzie

    Our flight for two from Edmonton to London, ON, on Aug.9/22, went smoothly–so yeah! However our return flight scheduled for Sept.3, involved a time change for which were notified in advance, so no problem. However, when we wanted to check in 24 hrs. early on Sept.2, we saw that our flight had been cancelled. It was impossible to get any answers from the humans we were able to reach, and definitely no satisfaction for rebooking with SWOOP. Since returning, we still haven’t been able to connect and determine what, if any, refund we are entitled to. This airlines is a true crap shoot. It could be a real bargain for some of it, if not all, or it can be a partial, or total loss. In the end, we had to pay more than $800 to another airline in order to get home. So, our “deal” was no cheaper than if we had booked with
    Air Canada in the beginning–which is what we will do for future travels, because they have human agents to help, and they are definitely more dependable than SWOOP, or even WESTJET.

  • Jennifer Hall

    Booked my boyfriend a flight then myself but the site put both tickets in the same name even though we put different passenger information on both and they were both paid with seperate credit cards. Tried calling customer service when we recieved the booking confirmation and realized there was a problem but customer service is just a message that says sorry we can’t help you. I sent an email to swoop and it’s been 24 hours no reply. I messaged them on FB and after about 24 hours someone responded to say sorry we can’t change the name as per our policy. The advised me to cancel my flight and gave me instructions to do so. I followed the instructions and the button to cancel won’t let me cancel. I had to book another flight because it’s urgent we get back on the same day. I have spent the last day frantically searching the internet for answers about how to get a hold of swoop and it’s just been a complete nightmare so far. The government needs to step in and govern how these carriers operate. You just get totally stone walled when there’s an issue and customer service is just someone on the other end saying sorry can’t help you even if the issue isn’t your fault.

  • Richard

    We are canceling our family trip of 6 to Jamaica because we cannot get in touch with anyone at swoop. This airline is getting 1 star and the worst rating ever. We are disgusted and want a phone number asap. We booked through Expedia and they are saying for flight portion we need to contact you.

  • Sheryl Rudd

    I did not book a seat but on my receipt I have been charged Seats x 2 for $30.00 Also, explain Modify x 2 at $20.00.
    It is insane how difficult it is to get an agent on Chat or get an agent on the phone.
    I have travelled Westjet almost exclusively for many years. Never again for Swoop. Ugh.

  • Larry Fedchun

    Tried several times to request return of reservation seat fee of $51.75 dated May 1, 2022, and posted May 3, 2022.
    No e mail so phone was only choice. Each time I waited for hours then had to hang up without contact.
    Reserved seat but when son attended at airport in Halifax there was no record to give seat and no reserved seat was given.
    Larry Fedchun 403 616 5047
    [email protected]

  • Terrance A Doran

    Good day I have booked a flight from st johns nl to hamilton ontario return. I need to change the departure time on the return flight. My reservation # is N1UUQL. The date and time I wish to change is the 27th of October. I require a laater time to board.
    Thank Yo
    Terry Doran

  • Gord Brown

    Yesterday morning while waiting departure on Swoop 167 to Hamilton, my wife (Diane) slipped and fell. Thankyou for all your quick response in taking care of her on and off the plane. Took her to hospital when we got home and discovered her femur was broken. Thanks again. Enjoyed using Swoop for the first time.

  • Patricia Faulkner

    I booked a flight to Abbotsford to Hamilton return J6MFPZ is the booking number.
    I paid for 2 carry on bags. I decided it would be easier to check the bags than deal with the hassle of carry on.

    I was dismayed to find out at the counter that I could not check the bags unless we paid additional charges. Not only did I have to pay for the bags twice I had to do it at the most expensive counter price. When I returned I was unable to change the baggage at online check in and therefore was forced to pay again at the counter.

    In short I paid for 4 bags and want to be refunded for two because that is the actual amount of luggage I took on the plane.
    This was frustrating because no one could help. The only option we had was to pay more money!
    It is difficult not to feel dissatisfied with Swoop.
    There is no one to contact no one to help. Counter staff have No ability to fix this situation. I have been asked on numerous occasions to check carry on because of airplane issues, who can help me?

  • Danielle Larabie

    I did not receive my confirmation for my trip to PuertoVallarta December 6-13 and I cannot open the fill out form I was sent. I tried calling but they said they could not answer my call.

  • Brenda Atkinson

    I need to speak directly to one of your representatives. I am not paying a fee to chat with an expert etc. I need wheelchair assistance and nothing so far that I have tried through your options is helping me out for my flights. Reservation ..# N88JYW… have a person contact me please as I can not do it any other way. Thank You 519-494-3987. Brenda Atkinson

  • Absrea

    Dear Swoop,

    No customer support available for fkught from Abbotsford to Edmonton.4:20 departure delayed twice to 9pm!!!

    That causes us great stress! What time does the Saturday morning leave. Can you rebook us? We have my Moms funeral to lead at 3:15 tomorrow. Please call me asap 604 812-9680 Andrea Feheley

  • Susan Black

    I am not at all impressed by your lack of access to customer service. For that reason I will likely not fly with Swoop again and will certainly caution others against doing so. I emailed you a couple of weeks ago and got the reply that I should try talking to your Chatbot on social media, that you would not email me. No. I want a person to talk to on the phone. I would appreciate an email back. There is no one to answer my concerns on the phone number provided by you. It tells me again to go to the website.
    Won’t get fooled again. Lesson learned.

  • Anne Short

    I have tried so many times to book a flight for 2
    to Puerto Vallarta
    For Tuesday Feb 21 from Abbotsford airport
    Returning on March 7th
    I have filled in everything and then I hit continue it does not give me the information on the flight or let me pay ??
    As there is only 3 seats left I would like to book
    Thank You
    Anne Short

  • Claudia opdenkelder

    I need to speak to a human being to help with a flight change for this Saturday. I’ve called the number it doesn’t work, there is no email address, the Facebook messenger bot is painful and doesn’t understand anything im trying to say. I’ve filled out the ticket with my issue 6x. No answer that makes sense yet. I need to speak to a HUMAN BEING!! I NEED PROPER HELP. ASAP

  • Alexander Jenkins

    I have loct our Swoop password and have been unsuccessful in getting a new one. Your site just loops me. There appears to be no alternate contact. How do I get a new password so that I will be able to sign in for a boarding pass?

  • Alexander Jenkins

    I have lost our Swoop password and have been unsuccessful in getting a new one. Your site just loops me. There appears to be no alternate contact. How do I get a new password so that I will be able to sign in for a boarding pass?

  • holly fourchalk

    I am so frustrated with your system. I accept that you have fewer employees to reduce fees, but this is nonsense.
    1) You changed 3 of my 4 flights
    2) They were connecting so I had to change the connecting flights
    3) You charged more for the connecting flights than I originally paid
    4) You added in extra luggage that I did not ask for…
    5) Then claimed the payment did not go through – first time – yes, I put in the wrong CVV, but corrected it and yet you wouldn’t allow anything to go any further
    6) You are infinitely difficult to connect with as there is no one
    7) Facebook twitter etc are corrupt – I haven’t used them for years due to all the lawsuits but that is the only way I connect with anyone…?!!!
    8) You have no chat available other than through these platforms
    9) I have wasted so much time with this nonsense….
    This is the worst customer service program I have ever experienced…and there are a lot of bad ones out there….

  • Tyla Tong

    Flight 260 from Halifax to Edmonton was cancelled on 11 Nov 22. I submitted my receipts to the travelers support email but have no heard back or seen a reimbursement.
    Furthermore, I booked a swoop flight with the black Friday promo code from Edmonton to Halifax on 06 Jan 23 and the promo code did not work, I was charged the full amount.
    Additionally, when I messaged the facebook page it was a scammer, and I was told to download multiple apps to converse with a swoop agent when I later learned when they asked me to verify my account that it was a fraudulent Swoop Facebook account.
    I would appreciate if someone could contact me directly through my email.

  • Pat Humeniuk

    I have been trying to reach Swoop, no luck for weeks, They cancelled my flight out and return flight dates, so they offered to refund. I am still waiting for my refund and have yet to talk to anyone regarding this problem. Wow, this is the first time and will be the last for Swoop, they don’t know how to communicate or run this side of West Jet airlines. Desperately needing improvement ASAP

  • Rodney Stewart

    THREE YEARS ago we paid for a flight C5W5TM on an old credit card now expired. We booked with Swoop directly.
    The amount of money that Swoop has had for 3 years is 362.28
    We have asked for a refund several times and always were told it is a credit.
    We were also told we were offered a different flight when ours was cancelled due to covid.
    Our relative we were going to visit passed away so we have no use for the credit.
    Please tell us how we can get our money back.
    No other industry keeps customers money when they have done nothing for the customer.

  • Angela Rowe

    On December 27 we were to fly out of Hamilton, Ontario on flight WO 101 a5 1:30. After sitting there until 3:00, we were told the flight was cancelled. We ended up having to get a hotel for the night at the cost of $289. x 2 roos and buy supper at the cost $189.00 as there were 7 of us on that flight – Frank/Marlene Weishar; Angela/Steve/Hunter Rowe; Jaden Dietz and Rikki Barger. We had to cancel our reservation that were made for that evening in Edmonton also. We lost that day and then we are changed in our return date to coming home 6;00 am and lost that day also, which meant a lot of change in plans for the time we had left. On top of losing days and expenses in food and lodging, we even had to pay $28.00 x 2 vehicles for parking and no flight – which we thought was a slap in the face. We feel we should be reimbursed for damages and loss. Not to mention ‘Anthony’ had us waiting in line over 2 hours just to check in. He moved us from our 1st line just as we arrived at the front over to Westjet line with no one there to check in. Then another lady puts us back in the original line, but at the end. I’m not young and standing for me for any length of time is difficult. We were out a lot in pocket expense due to your difficulties, not to mention a real damper put on our trip. I sending my daughter’s email, as mine is not working right now.
    Marlene/Frank Weishar; Angela/Steve/Hunter Rowe; Jaden Dietz and Rikki Barger.

  • Daniel Acs

    my name is Daniel Acs and booked a return flight with swoop airlines and have tried many times to get my full refund. I even had a swoop ticket agent phone for me to request my refund and she said it would take up to a week to get refund on my credit card.my flight info.

  • Mark Willis

    I1 week ago today l was enroute to Hamilton from Halifax for med tests re: breathing issues, l arrived at the Halifax airport at 9.30. For an 11.10 departure lam over 65 and as previously mentioned having respiratory issues l finally arrive at the gate were lam told ” sternly” lam late’they are closing the doors hurry Run -Run ,like a scolded student or delinquent ‘.l did my best to rush but had to stop for breath in between trying to run! Finally getting to the planes doorway were l just had to stop for a second while a the cabin crew were waiting on me looking at me when l Collapsed! Hitting my head shoulder,and knee,blood was pouring down my face and spurting when l took my hand off the 11 stich hole in my head 1 small Asian girl tried to help me up while the cabin crew looked at me in shock ” not wanting to be blood covered l guess and fluttered around the hatch” l finally got help from the gate agents who’d no doubt seen the camera footage wheel chaired away by airport fire police and finally ambulance to a emergency ward for 2nites and 3days !! My baggage wasn’t not deplaned and went on to Hamilton with the plane !! I have since tried every option to contact the airline in an effort to have my checked bag returned to NO Avail! My next step is Bob Cummings ceo of the company to get my belongings back. I don’t know who might read this from that airline but lam hoping it reaches 1 of you .
    Help please.

  • Ian

    i booked a flight and paid for a carry-on bag which i now realize i do not need. how do i get a refund of the $104? i do not have a Swoop account and the website does not allow me to create an account. Res Code XB2PJA