Complaints

• Initial Complaint

  16/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I, ***************************, am submitting this complaint against SWOOP AIR LINES. I booked my ticket on 28 October 2022. All went well until a week before the flight: I and spouse contacted COVID 19. Flight Information: Reservation Code ******, 19 Dec 22 Flight ***** Halifax/********, 27 Dec 22, Flight ***** ********/Halifax. I recovered but only one day before departure date that probably still meant that I could still be contagious, but my wife was sick pass the original departure date of 19 December 2022. I called SWOOP, was on line and left messages, but did not get a reply or any contact via chat or on line. I emailed and left messages, again no reply. I went to the *************** on 22 December when a regular flight was leaving to talk to someone. A check in lady, who advised me she could not do anything for me, provided me with the following: email: ********************************************** and Telephone ************** and I emailed and called and up until today 15 January 2023, I have not had a reply or any contact what so ever with SWOOP. I could not rebook my flight as my spouse was sick and I wanted to talk to someone about rebooking and absolutely no contact was available.I am looking for either repayment of my $805.34 or a credit with SWOOP ******************** standard here was just plainly not available and thus this submission.

  Customer response

  16/01/2023

  No I did not submit report to ******** Transport AGency

  ***************************, ************/**********

• Initial Complaint

  13/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Summary of my original email on August 1 2022: I was very kind in reporting that the flight cancellation resulted in losing 1/3 of our vacation, lost concert ticket, travel costs back to Toronto when flight was cancelled and baggage damages. I explained that I was looking for a goodwill gesture to make this right and fair. Instead I was told to make purchases and provide receipts. So I did. I followed up several times. When I finally got a response I was told to send all receipts. I made all purchases and sent receipts: See attached please  -Hotel Thursday night: $170 -Ride back home: airport to home. Home to airport = total 99 km each way = $198 km x .70 per km = $140 -luggage replacement 1: $480 -Luggage replacement 2: $450 -ticket from Thursday night lost: $300 * total trip cost $636 per night. Lost Thursday night: $636 * Friday flights are approximately $400 cheaper than Thursday flights typically x 2: $800 Receipts attached Total: $3174 ******** replied obviously without reading the email thread and stated that I cannot be helped because I supposedly did not report damages within 7 days. I want to speak with ********** manager. After waiting 7 months to resolve this. I would hope that Swoop would finally get things right. I reported within 7 days. *all receipts are already in your possession

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Sunday December 18, 2022,I purchase Swoop airline travel ticket online for $465 CA, plus at the Airport I gave the agent Multiple debit cards to withdraw their total to put Four Luggage's on the flight that I would be travelling in. $200+ $58.17+$10.71 = $468.88, and also three(3) other debit cards so that they could get their total amount of payment to put my luggage's on included my carry-on. I am not sure how much (he) the swoop agent withdraw from these other cards.My luggage's was to travel with me on Swoop flight ***** to ******** ******, in ******* W.I. which would be my destination.When I arrived in ******** I only saw (1) piece of my luggage. (3) other pieces including a New 43ins Smart HD Television Set were left at ********* Airport.I sent an email to swoop airlines about my Delayed Luggage's on 12/22/2022, they replied, telling me that an agent will contact me in48hours, until now they have not contacted me.The numbers I have for them is automated, and I cannot get through to the phone numbers here in ******** ******* either, I made multiple trips to ********************************************** in ********, the agents there cannot give me any update on my delayed luggage's.Swoop airline or their affiliates have not contacted me, many flights arrived here since I travelled here and my luggage's was not put on any of these Swoop flights coming to ******* W.I. A swoop flight is also arriving here today in ******** ******* 7:35 pm from *******************; in *******. My Flight PNR Code is ******, Depart **************************** 12/18/22, seated in Rows ***, Swoop Flight number *****.I am desperately in need of your help, to resolve this matter, what have I ever done to them to be treated this way? I am writing this email with tears in my eyes of being ****** frustrated with swoop airline, I have items for friends in including my Grand children. Medication for my pains and other ailments in my delayed luggage's. Oh God!PLEASE HELP ME GET MY LUGGAGES Thanking you in return

• Initial Complaint

  22/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased return tickets in November, 2022 for a flight from ******* to *******. This flight was for my daughter to come home for Christmas. Soon after booking, due to unforeseen circumstances, my daughter was not able to fly. When purchasing the tickets I also paid for luggage and insurance called "modifly" so I could make changes to the flight without further cost. I first visited the website to try to make these changes but there was no way to contact anyone personally. I tried to make them on the site myself but I kept receiving an error saying that they could not complete the transaction as there was an error and to try again later. I have tried numerous times over several days.After lots of research I found two phone numbers. The first one played very loud music without any message. The second one said in an automated voice they could not take messages and to go to their website which I had done several times. I replied several times to the email Swoop sent me but have not heard from anyone. I'm not sure what else I can do at this point. I feel I have tried everything. Swoop took my money including the insurance but there was no contact from swoop at al and no way to contact them. The first flight wad scheduled on Dec.15, 2022. This is unacceptable customer service. I am hoping ******************** will be able to help me with this situation. I'm looking for a refund as my daughter cannot fly and I have been trying to contact them since shortly after I booked the flights.Sincerely,

• Initial Complaint

  14/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a flight via swoop on October 10th 2022 for a flight from ******* to *************** ******* on January 5th. The reservation code is ******. I was informed by Swoop that the flight had been cancelled, and that I could either get a refund or re-book a west jet flight with them. The flight canceled was Swoop **** WO ***. Here are the options I was given below:"to receive a full refund, please click the Refund button below for immediate self-serve resolution.To be rebooked on an alternate Swoop flight between ************************************* (***) and ************************************** (***), you can connect with a Live Chat agent here.To be rebooked on an alternate WestJet flight between ************************************* (***) and ******************************************** (***), you can call ************ to speak to an agent who can assist you between 8:00 a.m. MT - 7:00 p.m. **"The prices for travelling this day are much higher than when I booked this flight, so a refund is not a reasonable solution. Leaving from ******** requires a significant amount of travel (time and money), and is therefore also not a viable solution.I have been trying to pursue the third option, but Swoop is nonresponsive. I have emailed them. messaged them via their website chat option, and have spent over 1.5 hours on hold on the number they instructed me to contact to book a westjet flight.By making them impossible to contact, they are basically forcing consumers into taking a refund and then pay more than double for the flight they had promised at a lower rate. Swoop has not attempted to resolve this problem. I ask that you assist me in getting fair treatment for the cancelled service offered but not fulfilled by Swoop, which would be to book us on Westjet flight **** on Jan 5th instead or for them to pay for the full cost of our tickets to travel on a comparable flight that day (departing and landing in the original locations).

• Initial Complaint

  06/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Absolutely no accountability or customer service. Impossible to reach a customer service person to resolve the matter, no phone number and an email address was only provided once I made a formal complaint, no answer from that, just an automatic reply that said they would only reply to messages that couldn't be answered online!? "Thank you for contacting Swoop. We are experiencing high message volumes. If your answer can be found online, your email will not be responded to, so we can get everyone on their way. " I'm a customer seeking a refund for a bag we shouldn't have been charged for, why can't I speak to someone about this? I've written to Swoop about settling this, with all the details. Please make this come to a resolution, I'm not going away.

• Initial Complaint

  30/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked flight from ******** to *********************** on April 22, 202 for November 4, 2022 (family). On October 14, 2022 I has advised flight was cancelled and re-booked on a flight for November 1, 2022. I requested a refund on the same date via their online system. I also sent a couple of emails to Swoop asking for a refund as I was unable to fly on November 1, 2022: No response or refund from Swoop. Under the Air Passaenger Protection Regulations, I am entitled to a full refund.

• Initial Complaint

  21/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Swoop cancelled a flight, I had to rebook with an alternative airline as there was nothing available with Swoop for several days prior/after the desired date. I opted for a refund; I have received the refund for the seats that i have paid for $120CAD but not the flight itself $189USD. I do not own a card with the last for digits listed on the receipt they have provided. I will attach this and my original payment receipt. I have been trying to reach a (human) customer service rep for over a week. The phone is not available, and the only email i can find is a feedback form which tells me i will not be receiving a response. The "chat" options are bots who cannot seem to connect me to a human to resolve this. I am looking for my entire refund! Please help!

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

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

• Initial Complaint

  21/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The week of August. 21/22 week booked a trip on line to *********. On august .28 we checked our luggage on line we only had carry on we were charged for 4 pieces when we only had $288.00 in over charge. At the airport we were told we had to contact swoop airline for refund. The toll free number tells you to file a complaint via ******** which we did with no response. I reached out to another email to Swoop no response. It's been 2 months and l am reaching out for help. Swoop Airline reservation **********. My Cell#************, Home #************. Thanks *********************************

*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. ↩