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:16/01/2023

  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.

  I, REMOVED, 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 REMOVED, 19 Dec 22 Flight REMOVEDHalifax/REMOVED, 27 Dec 22, Flight REMOVED/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 REMOVEDon 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: REMOVEDand Telephone REMOVEDand 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 REMOVEDstandard here was just plainly not available and thus this submission.

  Customer Answer

  Date: 16/01/2023

  No I did not submit report to REMOVEDTransport AGency

  REMOVED, REMOVED/REMOVED

• 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
  
  REMOVEDreplied 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 REMOVEDmanager. 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 REMOVEDto REMOVED, in REMOVEDW.I. which would be my destination.When I arrived in REMOVEDI only saw (1) piece of my luggage. (3) other pieces including a New 43ins Smart HD Television Set were left at REMOVEDAirport.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 REMOVEDeither, I made multiple trips to REMOVEDin REMOVED, 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 REMOVEDW.I. A swoop flight is also arriving here today in REMOVED7:35 pm from REMOVED; in REMOVED. My Flight PNR Code is REMOVED, Depart REMOVED12/18/22, seated in Rows REMOVED, Swoop Flight number REMOVED.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 REMOVEDfrustrated 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 REMOVEDto REMOVED. 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 REMOVEDwill 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,