Amanda Rachael
Singapore
Customer
Rating
1
Customer Rating On return from their adventure we ask customers: “On a scale of 0-10, with 10 being the highest, how likely is it that you would recommend Swoop to a friend or colleague?”
Amanda Rachael's Trip Date:
12th Dec - 20th Dec 2025
What was your most memorable moment?
Being able to complete the W trek in Torres Del Paine with my husband.
Which of the following best describes your adventure?
Great holiday
On a scale of 0 to 10, how likely is it that you would recommend Swoop to a friend or colleague?
1 out of 10
On a scale of 0 to 10, how would you rate your trip: Self-guided W Trek?
6 out of 10
Do you have any tips or advice for other people planning a trip to Patagonia?
Yes, come to us for practical advice instead of going to a online service provider since we've been there already and understand better.
Has your experience changed your perspective in any way?
No comment
Do you have any recommendations for Swoop, or feedback about the team?
We made contact with a Patagonia Specialist on 3rd October 2025 to get an idea of how SWOOP can help us with booking our adventure in Torres Del Paine and Los Glaciares National Park for December 2025. She did tell us it's quite late to make bookings but gave us hope that it was possible given that we had the flexibility of a few weeks to play with. After more research on our own, we informed the specialist that we had booked our flights on 16th October and received some costings on the 21st October. Took some time to look at hotel bookings and park fees on our own in Los Glaciares and found the quoted amount for booking with SWOOP to be MANY times the cost of booking ourselves. (USD2053 per pax for 2 nights in El Calafate, full day at Perito Moreno, bus to El Chalten, 4 nights in El Chalten and park fees for Los Glaciares compared to what we actually did pay: only USD334 per pax for the same! That's 6 times the cost with the only reason being that hotels are really limited and that we would have to move to a higher price bracket for the hotel stays. Even so, 6 times the price was just too much for us to swallow. Made our concerns known to the specialist on 22nd October and did not hear from her till 27th October (only after checking in myself) due to unforeseen circumstances on her end. The whole time during our conversation on the 27th, we felt like we needed to rush to a decision in order to keep the bookings which I will admit is also due in part to us for enquiring in October but could we not have been transferred to another specialist when our specialist was on medical leave? In the end, given the timeline and urgency felt from before, we decided to commit to booking the Torres Del Paine sector of the trip only with SWOOP as it was very difficult to navigate the websites for the park and refugios without understanding Spanish. Made full payment of USD4680 for two pax for 1n in PA, Penguin excursion, bus to PN, 4n in PN, 4n in refugios and a bus to El Calafate, was given a live link to the itinerary and we proceeded to make bookings for the remaining 18 days of our trip. To our horror, I only discovered on 1st December when opening the live itinerary to check all that all our own bookings were for the correct dates that we were only booked for 3n in PN and bus to El Calafate one day before planned. When I asked the specialist about it, she apologised for not doing the 4th night for us, laughed it off, yawned throughout the voice message and said that changes can be made but there will be extra payment involved. Now this was really unexpected, we had already paid a hefty sum of around 260USD per pax per day for the sector. I shared this with her and even told her that since our bus tickets were already booked, we were ok to have a night in El Calafate booked for us instead of rebooking the bus and a night in PN but with no cost to us. She just transferred us to the customer experience coordinator and has not made contact with us ever since. To have our concerns treated with such unprofessionalism was totally uncalled for. The only saving grace is your customer experience coordinator Cecilia (which is why I rated a 1/10 above) who has been on the ball, very helpful and understanding and always contactable. We are in fact still in contact with her about our refund for the cancelled Penguin Excursion - supposed to get USD252 back but only given USD 242 without a transaction receipt and finance quoting reasons such as exchange rate differences to account for the missing USD10. With the experience above, I hope you can understand why I will not be recommending SWOOP to any of my family or friends as we feel like we have been rushed into a decision, over charged, kept in the dark, treated with unprofessionalism and now having to go back and forth for more than 3 weeks for a simple refund of USD 252. If you have any comments about our experience or would like to clarify any of the above, my email is amandarachaeldesouza@gmail.com. I hope you can put yourselves in our shoes and make us feel heard. Thank you.
How prepared and excited for Patagonia did you feel?
No comment
Would you consider another trip to Patagonia with Swoop?
No
Would you be interested in travelling to Antarctica with Swoop?
No
Would you be interested in travelling to the Arctic with Swoop?
No
Would you be interested in travelling to Scotland, Ireland, New Zealand, Tanzania, Botswana, Namibia, Kenya or The Galapagos, with one of our trusted partners?
No
Would you like to receive our email newsletter about our other destinations?
No
When are you thinking of taking your next trip?
I don`t know
