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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2022

      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.
      On 20th April my hubby booked a flight with swoop for 16th june. As per company policy tried cancelling it with 24hrs of booking. I called them where they told to reach them via social media, i post on their fb page and submit a contact form on website and got an automated message that my flight is cancelled and i will be refunded in 3-5 business days. When my credit card statement cane in i checked but there was no refund. I reached out to them and they told me that i have never called them or reached out on 20th and this my flight cant be cancelled. After spending days and nights they finally checked out there call records where i have called them several times plus i have the screenshot of my post on fb page of 20th of April (which they kept on denying earlier but agreeing now).After so much of hassle and with all the proofs of submitting a cancellation request on the day of booking they are not refunding my money.I have previously books multiple times with this carrier and all its flights either get rescheduled or cancelled at the last moment but i never created any issues or claimed losses of hotel bookings and car rentals.This time i really want you to intervene in this matter and assist me get my refund asap as i am already waiting for it for over a month now.They have never responded to my emails as of yet. I am requesting a supervisor call back but to no use.Previously they were saying i never called. Now they r saying i hunged up. *** *** *********** *** **** ******

    • Initial Complaint

      Date:30/05/2022

      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.
      My flight with Swoop was original booked for Monday, May, 23 at 9:50pm. Three days before my flight departed from Halifax, swoop moved my flight 11 hours ahead to 10:50am on Monday, May 23. I was staying in a remote cabin with limited service in Halifax so I wasn't able to check into my flight until 10:30am on Monday, May, 23 when I noticed that the flight had been moved up. The flight at 10:50am was delayed until 1:48pm so I rushed to the airport but no one was at the Swoop desk to let me through. I spoke to ****** airlines as well as airport security who couldn't assist me. I ended up having to book the next flight for Tuesday, May 24 at 9:55pm, and was forced to take another day off work. * ******* * ** **** ************ *** *** ******* ****** *** ****** ********* ******** Other than the email I received 3 days before the departure flight, I received no communication that my flight time had been moved. I have tried reaching Swoop through ********* email and phone countless times since Monday, May 23, with no success in reaching someone to get the issue resolved. The original round trip cost me $287.22 and the additional departure flight on Tuesday, May 24 was $345.00. I believe I am owed $345.00 as missing the original flight was out of my control.

    Swoop is NOT a BBB Accredited Business.

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