Complaints

• Initial Complaint

  22/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I travelled on Swoop airlines on October **, 2023, arriving ********, ******* with * suitcases and * suitcases were broken up. I contacted Swoop airlines by email for my compensation for my luggage. However, they responded by offering to have only one suitcase replaced. I emailed them that I appreciated that they found is feasible to replace one suitcase but, l will like compensation for the other suitcase. I will need both suitcases to travel back in January ****. They responded by email, stating they apologize and will not be able to satisfy my request.

  Customer response

  23/11/2023

  I travelled on Swoop airlines on October **, 2023, arriving ********, ******* with * suitcases and * suitcases were broken up. I contacted Swoop airline by email for my compensation for my luggage. However, they responded by offering to have only one suitcase replaced. 
  I emailed them that I appreciated that they found is feasible to replace one suitcase but,  l will like compensation for the other suitcase. I will need both suitcases to travel back in January ****. They responded by email, stating they apologize and will not be able to satisfy my request. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Swoop airline My luggage was not on my flight got it 11 days later.Was in ******* for 6 weeks.They said because I didn't buy anything they owe me nothing.I wore what I had on my back and had to wear my cousins clothes as I had no money to buy New clothes.I think they should owe me something for 11 days with No clothes.

  Customer response

  04/07/2023

  No I didn't file with the ******** ************** I was told to try here to resolve this issue.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  ***** 2023, I was assigned the last seat where nearest to the washrooms in the back of the plane. I put my coat on the overhead compartment above to the seat in front of me, as mine was occupied 1st aid supplies. in the other compartment was filed with 1/2 of the bathroom supplies. as all I saw was a supply of toilet paper. when I was ready to vacate the plane, I was surprised to discover that my coat was covered with hand sanitizer. to this very day, the spills have stained my jacket in spite of I washed it. this jacket is an expensive jacket and fairly new. I recommend that in the future this cabinet would be locked to prevent this to happen to any other clients. this is a permanent damage as seen in the photos and would like a compensation for my jacket. please note, that before I vacate the plane, I showed it to the flight attendant but she reassured me that it would come out once I washed it, but unfortunately it never came out. this jacket is over ***$ in value ****** ***** and is completely ruined.

  Customer response

  04/07/2023

  ***** 2023, I was assigned the last seat where nearest to the washrooms in the back of the plane. I put my coat on the overhead compartment above to the seat in front of me, as mine was occupied 1st aid supplies. in the other compartment was filed with 1/2 of the bathroom supplies. as all I saw was a supply of toilet paper. when I was ready to vacate the plane, I was surprised to discover that my coat was covered with hand sanitizer. to this very day, the spills have stained my jacket in spite of I washed it. this jacket is an expensive jacket and fairly new. I recommend that in the future this cabinet would be locked to prevent this to happen to any other clients. this is a permanent damage as seen in the photos and would like a compensation for my jacket. please note, that before I vacate the plane, I showed it to the flight attendant but she reassured me that it would come out once I washed it, but unfortunately it never came out. this jacket is over ***$ in value ****** ***** and is completely ruined.

• Initial Complaint

  17/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a flight on ******** *** **** *** ******* for my sister-in-law to come to ****** on ***** *** from *******, ** ****** *** ******** ******* ** ***** **** Upon arriving at the airport, my sister-in-law was told that the flight was cancelled and they have no idea when the next flight would be. I came home saw the email that was sent to me and immediately asked for a refund, so that I can rebooked her an another flight. My other sister-in-law in ******* booked her an another flight to ****** on ****** ***** ***. I am still waiting for my refund.

  Customer response

  18/04/2023

  Good morning, 

   

  Here are the information for the flight and cancellation.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a flight for ******** ** **** returning ******** *** **** (See attachments 1-5). ****** ** *** was cancelled on ******** ** ****. (See attachment 6) We received an email after the flight cancellation indicating if we booked overnight accommodation, it would be reimbursed (See attachment 8). In addition, we waited 3 hours at the Swoop desk to receive voucher for transportation to and from the hotel back to the airport and inquire as to how much would be reimbursed for accommodations. The desk clerk said **** and that the hotel would be covered as we had booked another flight the following day (See attachment 10) and this would delay us overnight. As a result, we booked the ******** *** **** (See attachment 9). In addition, *** rules require that overnight accommodation is provided/reimbursed (See attachment 7). It is also Swoop's policy as stated on their website (See attachment 14). After providing the receipts for reimbursement, we were told that this is not an eligible expense as it was the first leg of our journey. We have submitted the request numerous times and attached their email - in writing - stating that the hotel would be reimbursed, as well as the *** policy and the policy on their own website. They continue to deny the claim (See attachment 12, 15, 16, and 17) without commenting on the complimentary hotel email that was provided. We are seeking reimbursement of the hotel in the amount of ****. It is consistently unfair how much the airlines continue to get away with and there is no recourse for them. Thank you for your time.

  Customer response

  10/04/2023

  I have looked into this, however the turn around time was almost two years from what I remember. So I have not gone down that route yet. 

• Initial Complaint

  20/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Hi there,Airline: Swoop Date of transaction: Sunday Feb 26th Amount of money paid: $919.11 CAD Airline confirmation number: ****** ******** to ******* I have attempted to reach out to Swoop Airlines on several different occasions; via ******** Messenger, Instagram DM and recently, by email. They do not have a phone number, nor a live chat (crazy to believe at this day and age). When you reach out via messenger, they respond days later in most cases.I have requested additional assistance many times, most often they answer with a few words and end it there. I requested to speak to Management and was told I would be explained the same thing the agents have explained and no real way to reach a Manager. I have provided ALL feedback below. I spent hard earned money on a first family trip to *******. I booked one package for my parents and another for my family of 4 (one infant and one toddler). This was booked Sunday morning, Monday morning I realized this was booked to the wrong airport; a very dangerous city, in fact, and 5 hours away from the hotel. I instantly started to research if I could change my flight and/or cancel my flight. I was able to cancel my parents, as I booked their package (15 minutes tops) after I booked ours, meaning it was within 24 hours. I missed my opportunity for hours, by a few minutes. With many attempts at contacting Swoop to explain the story, (please refer to ********), I am getting very little feedback and just one sentence responses referring to policy. Not recognizing that I had no opportunity to speak to anyone from Swoop on this, given there is no phone number listed. I even went to to pay to change my flight to arrive at *** instead of ***, and it would not let me change airports. They have 0 remorse and customer service is lacking - very little support. I was able to have Air Canada (AC) and Expedia cancel and refund, AC also mentioned that Swoop should have some sort of leniency due to it being minutes after 24 hrs.

• Initial Complaint

  09/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $691 for tickets to ******. I paid extra for trip cancellation. I called today to cancel I was told I cant, I can reschedule but only until their schedule which is June 2023. This doesnt work for me. I wanted money back and I was told no, no voucher, and a reschedule that doesnt work for me as I work and cant get time off. No way to email or call and zero customer service. I spend most of the day on messenger chatting with a bot and it was zero help. Their website isnt helpful and I have not other options. The reason I need to cancel as my mom has ******* cancer (I found out this am) and she is having surgery and during my spring break I need to go to Vancouver island to support her. $691 is ALOT of money for me to walk away from. Their website made it sound like I could get a refund or cancel was misleading I paid the extra money and this is only to make a change up to June 2023. . I am requesting a refund or at least a 12 month travel voucher that I can attempt to reschedule at another time. (Refund during this stressful time would be my first choice) I cant even use to fly from ******* to go to ***** as Swoop doesnt fly there. I am prepared to get a doctor ******* medical proof that I have to go there to support her during this time. I hope the BBB can help me ***********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a Flight Ticket with Swoop from ******* to ********* on March 3rd at 8 AM. The flight got cancelled the evening before and I got an email notifying me of the cancellation at 7:04 PM (which is after Swoop Customer Support Cloese until 8 AM the following day) which I didn't see until the early morning (5 AM) the day of the flight. I never got any options with that email to book any alternate flights either. I was at the airport at 6 AM trying to see if I could be booked on another flight. None of the options they provided me were for the same day. I asked the Airline the reason for the cancellation and they stated it was because of the weather. The truth be told, there were flights the same morning that were flying to ***** at 8:45 AM (*** ******) and 10:30 AM (*******). I don't think the cancellation of Swoop was justified given there was no snow at the time of departure until 3 PM the same day. Now I couldn't make any flights on the same day and had to cancel the trip. I incurred all the expenses related to my trip including my Hotel (which was prepaid and non-refundable), Car Rental, and Event Tickets for the places I planned on visiting. All of this went to waste for a total approximate value of close to $3000. Swoop just refunded me the flight and never bothered to even call me once to resolve this matter.Swoop also doesn't have a phone number for us to call them. I tried to contact support via the Customer Support Chat but those folks are so ignorant and lack utter common sense and totally helpless. Therefore, I am hereby filing an official BBB complaint against this airline and I plan on actioning it at the consumer court. This was the annual vacation budget that I lost due to their actions in bad faith. I need to be compensated for this loss and the time I have spent trying to get a resolution to this better. In a nutshell, this was the first Swoop flight I would have taken and certainly will be the last.

• Initial Complaint

  27/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  March 9, 2022 I booked 5 flights for myself and my family with Swoop from ******* to ******* for a family vacation. The flight was on Saturday May 21, 2022. The flight got delayed that day and ultimately got cancelled. That same day Swoop emailed passengers with the following message :You may also submit a hotel receipt for reimbursement up to $250CAD. Please email your receipt to ****************************** and include the following: First and Last name, reservation code, Email address and phone number on the reservation. I submitted this information on May 24, 2022 To swoop along with a receipt but didnt hear back. I did another followup on Aug 5, 2022 and still got no response. I did another followup on Nov 7,2022 but again didnt hear back still. Im not sure if Swoop intends to repay us for the hotel expense. Im hoping this complaint will get this issue some attention and resolution. I expect a refund of $250 per person (times 5 of us) which would be $2500 or a full hotel refund of $492.41 for the 5 of us whichever is your policy.Ive ******** all the evidence related to my case.

• Initial Complaint

  24/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Hi there, I am writing to discuss some of the unfair practices engaged in by Swoop airlines. My partner and I had initially booked flights from ******* to ******* ** to assist with a family emergency. Due to weather the flight was cancelled, and we were forced to rebook with another airline due to the time-sensitive nature of our trip. Swoop provided an alternative rescue flight which we asked for other options, and for 3 days we have not been able to reach out to a human representative, and are still struggling to contact anyone. Now, the rescue flight has also been delayed due to mechanical issues, rendering this inconvenient compensation totally moot.Swoop seems to believe a poorly timed rescue flight is acceptable compensation, however when people have planned their trips around a set schedule, a day-and-a-half long delayed flight is not feasible. To me this seems to be a predatory business strategy. Cancel flights as soon as it's justifiable, be unavailable for refund/correction by not answering phones, offer an inconvenient alternative, and then keep all the payments made for the original flight while only flying a handful of passengers who were able to make the rescue flight (if it takes off at all)...Swoop says they're committed to a low-cost business model and offer limited refund options, however I believe this is instead a commitment to try and score as much free money as possible. There are clear benefits to pursuing such a strategy, and I am certain it pays off for them.Ultimately this is frustrating and makes me feel quite powerless, both in terms of getting my money back as well as in terms of being at the complete whim of whatever business practices these companies choose to pursue. Of course we will never fly with Swoop again, but this still feels as if it is by design.I appreciate the time taken to read this, and any thoughts or even assistance that could be offered would be greatly appreciated. Thank you.*******,***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩