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:14/10/2022

  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 purchased a flight on July 1, 2022 from Swoop that included modifly for $30 each way to allow me to change the date of my flight in the future. I changed my flight and thought one of the charges was the cost for the new date. Since then they changed the date for my flight. Then changed it again and so I took the option of cancelling my flight and was told I would get a refund. Swoop kept $500 of my original purchase in what they called modifly. My entire fare originally was around $859. That is ********. I already paid $60 to be able to modify that flight and then when they couldnt honor th schedule and gave me the option of cancelling and receiving a refund that should be a refund. *** ***** ** ** ******

• Initial Complaint

  Date:11/10/2022

  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.

  Booked a return flight October 8th-2022 @ 3:35pm. Flight delayed until 3:45pm.Bags must be checked 45 minutes prior to departure. We arrived at 3 oclock and the swoop employee would not check our bags and stated we would have to buy a new ticket for our return home due to late bag check-in. Their policy is to check in 45 minutes before departure and we did so and were denied.Due to this issue we had to rebook tickets and get a hotel amounting over $1600 approximately. We want a refund of the monies accumulated due to the denial from the Swoop employee.

• Initial Complaint

  Date:11/10/2022

  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.

  My father, mother and sister booked a ticket with swoop flight *****, unfortunately my dad passed away. We contacted swoop several times to get a refund and noone os getting back to us. They gave is a link.to send the death certificate but the link doesnt work. They dont have a phone number to contact and we really need to reslove this matter

• Initial Complaint

  Date:22/09/2022

  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 booked a flight for myself and my two daughters through swoop for return service from ******** to ********** **. The flight out was fine. My flight home was scheduled for July 15th at 9am. The flight was cancelled a few hours prior to departure. Swoop's alternative flight date was not until Monday, 3 days after our scheduled flight. Their only other option available to us was to book our own economy flight through westjet from ********* to *******, and submit a reimbursement claim. The hotels offered to us for 1 night were in *************, a different country! I tried contacting them about the hotel situation, and it took 5 days for them to respond via faceboook. There is no way of contacting them other than email, instagram or ********* all of which they take many days to respond. I had to extend my car rental, pay an extra ****** for a different drop off location, get someone to pick up us at ******* as my vehicle was parked at the ************************, and I booked a hotel in ********** for another night, and of course a ******* flight for the next day back to *******. I've submitted my claims request. My response was I would be contacted within 15 to 30 days. It has been two months with no response. I've tried contacting them via email and FB, but keep getting a robot response. I'm out ******* and they will not respond to me. This is the absolute worst company I have dealt with. What if I had not been an hours drive from *********? I would have been stranded in an unknown city with two young children for 3 days. Horrible horrible service. I'm looking for help in getting my money back as that was a huge chunk of money for my family to put out. Thank you for reading this. All the best, *******

• Initial Complaint

  Date:06/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  There is absolutely no way to contact anyone at Swoop airlines (owned by Westjet Encore). The *** is no longer in use. They do not have an e-mail or a phone number to contact anyone. They only accept phone calls if you had a flight that was just cancelled (within hours of departure). The company asks you to contact them through ******** or ******** I do not use these services. Swoop cancelled a flight on July 29, 2022 then rescheduled it for July 31, 2022 to ********* from ********. This flight was also cancelled. Credits for this cancelled flight have not been forwarded to my or my husband's account and no one has responded to us. How do you contact a company to sort out any issues when there is no way to contact them?

• Initial Complaint

  Date:30/08/2022

  Type:Billing 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.

  on june 30, 2022 booked a flight thru swoop for a 1 way ticket from ****** to ********. Was provided e ticket and confirmation # ****** for price of $299.90. When I got to airport was told that ticket was invalid and had to buy another ticket to get home for a price of $408. When I called to complain was cut off. Tried a few times with same result. Flight was for Aug 26, 2022

  Customer Answer

  Date: 31/08/2022

  Made complaint to swoop and west jet

• Initial Complaint

  Date:25/08/2022

  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.

  hello,we flew swoop down to ******** ******* for a holiday this past June 2022. our flight home was supposed to be June 25/22. The evening before our flight was supposed to leave ******** to come home we received an email from Swoop saying our flight had been cancelled due to crew resources. There was no option to rebook at all. The morning our flight was supposed to leave, we sat on hold with Swoop for 6.5 hours trying to get through to see what our options were to get home. After finally finding a west jet flight 3 DAYS later they put me on hold to book it for us.. 30 minutes later they come back on the phone to tell me that their credit cards are not going through and they must be maxed out. And To go online and re book this same flight with west jet before it sells out. They told me to submit a receipt through their website and we would be refunded in full for the amount. I agreed and booked out flight home (approx $3318.00) it is now August 24/22 and we still do not have a refund from swoop. after multiple attempts at contacting them over ********* email and phone again, we are still waiting for our refund. On top of being stuck across the country, they did not even offer any hotels or food vouchers and we would be required to pay this all out of pocket. they told us we were not eligible for the compensation portion as the flight was cancelled due to safety concerns. But it wasn't a safety issue that canceled our flight, it was a lack of personal. That is a management issue. The gentleman i spoke to on the phone told me it was cancelled due to a schedule change.

• Initial Complaint

  Date:10/08/2022

  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 had 2 tickets from *** to *** Aug 07 2022 and received an email about a cancellation. Gave me an option to REFUND through their portal, but when I clicked on it, it would give me an error page. I went on many times in a week to see if it changed and then stated "It looks like you have already confirmed changes or selections to your booking. ************ access is no longer available." So I called the number to see what the status of my issue was and they said they had no way of checking to just expect a refund in 1 week. 3 weeks later no refund, I called the number they provided, and it is no longer available. I requested chat support, but no response, I am 1 hour in and nothing. I just want my money back for the flight they cancelled. Meanwhile, I had to buy other tickets at a later date at a more expensive price. I always buy my tickets ahead of time to avoid high prices, but was forced to pay more since I had paid for reservations on my trip and could not change the date.

• Initial Complaint

  Date:02/08/2022

  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.

  Booked flight in June with swoop, they cancelled the flight, I was asked if I wanted a refund at which point I said yes, they still have not given me my full refund, you cannot speak with a customer service rep they don't exits,I have emailed mailed them over the course of two months, still no refund, I want my money back.

• Initial Complaint

  Date:27/07/2022

  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.

  Swoop Airlines sold me two return tickets from ******** to ********. They cancelled my return flights with no option to rebook. We were stranded in ******** and had to pay $2200 for tickets back to my daughter's cancer surgery the next day. The business does not answer phone calls. They do not answer emails. There is no customer service. They essentially ***** our money. This business/airline is highly unethical. I have included the receipt for the replacement flights.