I had such an unpleasant experience with Swoop on the day of my wedding. We had set up to have transportation for our out of town guests and a separate transportation vehicle for our wedding party. We paid ahead of time and even included gratui...ty. Swoop reached out to us the week of our wedding to verify the itinerary and we put them in touch with our coordinator. Come day of the wedding, an hour before the start of our ceremony, I (the bride) find out that the transportation for guests did not arrive at the hotel. My soon to be mother in law called my husband frantically. My coordinator, husband, the other transportation driver, and even photographer tried to reach out to Swoop and we could not reach ANYONE. We later found out that the vehicle broke down but the driver did not tell anyone. We only found out through the other driver. Therefore all our guests had to find a way to our ceremony on their own and we started an hour late. We specifically set up transportation for my husband’s 93 year old grandmother and she ended up being late to our wedding. We still needed a way to transport our guests to the reception after the ceremony. We had asked the other Swoop driver but he asked us for additional $$ as the extra trips were not on his itinerary. I reached out to Swoop the day after my wedding and did not get a response for a few days. It was a back and forth of “sorry sometimes vehicles break down” and “we can’t give you a full refund, but we can give you vouchers for future rides “. Swoop did eventually provide us with a full refund after going back and forth, but I would not recommend them to anyone. They were not reliable and not great at communication.
Update: Swoop did reach out to us again and did let us know that changes were made to their operations and dispatch teams. They did say that due to our feedback and communication with them after our wedding that they have improved in their services. As mentioned above, Swoop did provide a full refund of all reserved services after review of our grievances.