Complaints

This profile includes complaints for Swoop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Swoop

  330 4311 12 St NE Calgary, AB T2E 4P9

• 

  Swoop Inc.

  1700-360 Main St. Winnipeg, MB R3C 3Z3

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 04/07/2023

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

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** 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

  Date:10/04/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:20/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:27/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:24/02/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.*******,***********************

• Initial Complaint

  Date:13/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:05/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:22/12/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,