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Business Profile

Airlines

Swoop

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample. Swoop does not reply to complaints filed through BBB. As an alternative, consumers can file complaints through the Canadian Transportation Agency. 

Complaints

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

Find a Location

Swoop has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Swoop

      330 4311 12 St NE Calgary, AB T2E 4P9

    • Swoop Inc.

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

    Customer Complaints Summary

    • 71 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:26/07/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 flight with swoop. Paid for seat selection on top of my ticket during checkin then they canceled the flight and will not refund my money

    • Initial Complaint

      Date:20/07/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 booked a return flight leaving from *******-******** on July 8th (10:40am from ******* arriving in ******** at noon) and returning from ******** to ******* July 13th. We arrived to the airport to leave ******* on the 8th to arrive to a SIGN stating our flight was cancelled. There was no individual in sight to be able to assist with ANYTHING. I have now been charged for a flight I was on time for that SWOOP cancelled and there is no way to contact ANYONE to discuss solving the issue. I do not intend to pay for a service that was cancelled by the company and not myself. I had lost a substantial amount of money because of this, not only flight costs but also tickets for events that we were supposed to enjoy while on vacation.

    • Initial Complaint

      Date:18/07/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 with Flight Hub on May 31, 2022 to ************* to take care of my 99 year old mother. On July 8 I received an e-mail from Swoop Airlines that my flight was cancelled and they could not accommodate me on another flight. I have been trying to contact both Flight Hub and Swoop and cannot get any resolution to my plight. Flight Hub told me I would have to resolve it with Swoop because they dont have the same Portal. Swoop only gave me the run around instead of trying to accommodate me on another flight. I am a senior and is so frustrated and disgusted with the way they choose to handle their travellers. Now I have to book another flight to get back home. I would appreciate if there is any way you could help.

    • Initial Complaint

      Date:14/07/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 flights for myself and my two children ages 2 years old and 9 months old as well as my nephew age 12 years to fly him home to *******, and have us visit there at the same time. Swoop cancelled this flight. I have the option to reschedule for another date (none of which work for me) or get a refund. I still need the flight for my nephew and can reschedule that, but swoop will not let me change just one passenger and cancel another. I cannot get ahold of customer service, and am told that they will not take calls unless its 72 hours before your flight, and I have not heard back from a ticket I submitted to them online. I really need to speak to an actual agent about my trip and cannot get ahold of anyone. I considered rescheduling the second flight to make it work, but the flights I have options to change to are more expensive. Please help !

    • Initial Complaint

      Date:06/07/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 lost my check in luggage, with all of my belongings I need for a month of travel in ****** and beyond (including things I've packed for two weddings) and other valuable items, and no one at the company is calling me back or letting me know at all where it is. I've called for two days straight, messaged them, used social media, and no one at the company is fielding my calls. I've spoken to others I know who had similar terrible experiences. I had to spend $300 on items to get me through, and no compensation or even an apology on their end. I have no idea when I'll get my things, and/or where they even are right now. Terrible customer service and a lack of care for this whole process for us.

    • Initial Complaint

      Date:04/07/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 have a flight booked for Monday to return from ******* to ******. I am trying to contact the Swoop Airlines to cancel and rebook. They say to do it online but there is no option to change my flight. I am COVID positive (tested today July 2nd at 5pm) and due to such I am required by public health authorities to isolate for 5 days. I am unable to speak to an agent, the ** messenger is not helping me. I am now stuck and have no way of contacting anyone at the airline to cancel or change or even ask for assistance. I am very unhappy in top of being severely ill.

    • Initial Complaint

      Date:27/06/2022

      Type:Product Issues
      Status:
      Unanswered
      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 March 25, 2022 I booked flights from ******* to ******** for June 28, 2022, and from ******** to Halifax for July 8, 2022. I am suppose to be able to change flight dates to within one week of flying, I tried to contact them since June 13, 2022, with no answer. When I tried online, I had some dates to try change to but couldnt sign in. They were suppose to send me a new password by email but never received one. It is one day until my flights go out now and still cant get through to them. I understand they do not return fees. Im afraid I am loosing out on $ ****** because of no contact . What can you do to help me?

    • Initial Complaint

      Date:22/06/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Swop airline is a discount brand airline. I purchased tickets for particular dates. They sent an email about a month later to say the return flight we had booked was no longer available. There was a link to click and take us to other flight options that we could select at no additional charge. We selected one nut then realized the time it would bring us back was now in conflict with a significant family event. At this point Swoop has no options for us to change without including thousands of dollars in change fees. Theres no option for credit note or refund, or transfer to another person, or a different destination. It is $1500 down the tubes that we cannot afford to lose. I am hopeful only for a credit note with them. Theres not a option to even speak with a live agent unless you pay $15. I tried to do this and was even ready to pay but the phone line hangs up on you after plying a message. This is the least friendly customer service experience ever. Please help me

    • Initial Complaint

      Date:20/06/2022

      Type:Product Issues
      Status:
      Unanswered
      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, my name is *******************************, I was on board a swoop flight from ******** to ****** and checked in 1 luggage. Upon my arrival to ******, I waited for my bag at the ************* never arrived, I talked to swoop agents who were there and they seemed confused on even what to do at the fact that my bag hadnt arrived, I told them ****** wasnt my final destination and that I had a train to catch to ******** in less than 2 hours, also I have a wedding whos bridal party Im styling tomorrow morning and that my tools and everything are in my checked bag after 35 minutes they were finally able to fill out the form and told me to wait to talk to the manager. I waited for about another half an hour only for the manager, *****, to walk up to me looking irritated and said you want to talk to me? I was confused at how she approached me so I said, yes, the other workers said I should talk to you about everything I previously explained to them, before I even finished talking she said all I can do is wait for ******** to get back to me and then contact you, theres nothing else I can do for you, I emphasized on the fact that I have tools I need for the bridal party and that it would cost me $1500 if I cancelled on them, she rolled her eyes and proceeded to repeat the same exact thing she said then added If your tools were that important to you wouldnt you not check them in? I was taken back by that comment so I said excuse me what? Then she proceeded to say youre flying with a discounted airline company, what do you expect, after this comment I could clearly tell she didnt care about the situation and was of no help so I asked who else I could speak to and she said Im the only one you can talk to, theres no one else so youre going to have to figure it out yourself and wait for our callShe was rolling her eyes at me when I was voicing my frustration & was very unapologetic.I sent them this email over 3 days ago and still no reply My flight was 4 days ago

    • Initial Complaint

      Date:07/06/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Our return flight ***** from ********* to *** (April 9th) on Swoop was delayed twice (22hr+) requiring an overnight stay. They prepaid the hotel room but we were told to pay for food and transport and submit it (did mid April) and they would reimburse us for expenses and I would imagine inconvenience (per ********* *******. There was precious little communication during the delaying process and afterward. They were supposed to get back to us within 30 days with resolution and so far no contact. It is impossible to get them on the phone.

    Swoop is NOT a BBB Accredited Business.

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