Accessible Services

Allergies

Recommendations for travellers with allergies

Travellers who have allergies should pack any necessary medication they require in their carry-on baggage, not in their checked baggage.

Travellers who are not comfortable with the possible exposure to allergens in the aircraft cabin may wish to consider an alternate means of transportation in order to avoid the risk of a reaction.

Options available when allergens are on board

Although Swoop is unable to provide compensation or make special provisions for travellers who have severe allergies, we do offer the following options if the traveller identifies that their allergen will be present on their flight (confirmed visually by the traveller on board the aircraft) and they:

• are not comfortable travelling on their reserved flight, Swoop will book them on the next available Swoop flight to their original destination at no additional cost; or
• elect to not travel at all, in which case Swoop will provide a full refund for the cost of the flight (base fare plus all taxes and surcharges applicable to the fare). Swoop will not issue a refund for the flight after it has departed.

Food allergens in the cabin

Swoop cannot guarantee an allergen-free environment. We recommend that travellers with severe allergies to food products bring their own food items.

While our food items do not contain peanuts, some of Swoop’s on board snacks may contain traces of peanuts, or be processed in a facility that also processes peanuts. We cannot screen food items brought on board by other Swoop travellers. As such, nut residue, oils or other allergens may be present on tray tables, seat cushions or elsewhere in the cabin, and may not be removed despite regular grooming.

We also carry a selection of products onboard that make gluten free claims that meet the requirements outlined in the Food and Drugs act as detailed by the Canadian Food Inspection Agency. These products are required to meet the regulations which state that a gluten free product is required to have less than 20ppm.

Seating

We understand the medical implications of severe nut or peanut-related allergies. Travellers who inform a flight attendant or member of the flight crew about having a severe nut or peanut-related allergy will be asked if they have an epinephrine auto-injector (eg. EpiPen®, Allerject®) with them.

Swoop will request that other travellers within two rows of a traveller with a severe allergry to nuts or nut products refrain from consuming food product(s) with nuts, nut products or peanuts that the allergic traveller may react to. It is important to note that Swoop cannot enforce compliance.

In addition, a public address Allergy Announcement will be made on board when a traveller self identifies as being allergic to nuts or nut products and requests a cabin-wide announcement to be made.

Assistance services

By notifying us a minimum of 48 hours before your flight's departure, we can support your request to travel:

• with a service or emotional support animal
• using a wheelchair, including assistance in getting to your gate and transferring you to your seat
• with a portable oxygen concentrator
• if you are blind or partially sighted, deaf or have partial hearing
• with Meet and Assist services, available for travellers with cognitive, behavioural or psychiatric conditions who are travelling alone

Please note: all special requests, including travelling with a service animal, require a minimum of 48 hours notice before departure. We will make a best effort to accommodate requests made with less notice.

In addition to preparing for the above requests, we also have other assistive services you may wish to use:

Priority medical seating — Priority medical seating is blocked near the front of the aircraft, if you self-identify that you have a special seating need. This service is offered when space is available and can be requested at check-in.

Pre-boarding assistance – Pre-boarding assistance is available if you need assistance getting to and from the aircraft using a wheelchair and/or assistance in transferring to/from your seat using an onboard wheelchair.

Special safety briefings — Special safety briefings are available if you have a physical, sensory or comprehension limitation. These individual safety demonstrations/briefings can be given on:

• operation of seat belts
• placement of any service animals
• use of fixed oxygen system
• seat backs and chair table
• stowage of carry-on baggage
• life vest (if required)
• description of preferred, alternate exits
• English, French, Braille and large print safety briefing cards

Transferring to/from a wheelchair to/from a seat – We can also assist in transferring you to the lavatory using an on-board wheelchair. You must be able to attend to your own personal needs while in the lavatory. Privacy necessitates that our crew will not assist inside the lavatory, other than to offer stability as you enter and exit the lavatory.

Attendants

If we are not able to provide the level of assistance you require because you are not self-reliant, you are required to travel with a personal attendant. Self-reliance is defined as independent, self-sufficient and capable of taking care of all personal needs during flight; such as eating, using the lavatory or taking medication.

Attendant requirements

Swoop does not require you to travel with an attendant unless your needs exceed the assistance services we provide. If you require more assistance, please have your physician complete the Swoop medical information form to get approval to travel with a personal attendant.

Swoop requires a personal attendant to:

• be 18 years of age or older
• be able-bodied
• not personally require any assistance from Swoop or others
• not be responsible for the needs of any other traveller on the flight including an infant or child
• remain with, and be seated next to, the traveller with a disability
• be fully capable of attending to the physical and mental care needs of the traveller with a disability and themselves. It is not necessary for this person to be medically trained, and they are not expected to assist the traveller with transferring to and from a wheelchair and/or their seat.

Blind or partially sighted/Deaf or partial hearing

If you notify us of your requirement during booking, or at least 48 hours before your flight departure, you will be automatically seated (at no charge) into a seat that is most appropriate for your needs. Our aircraft are equipped with tactile row markers located on the overhead bins or on the aisle seats. Tactile row numbers are in raised characters and/or Braille.

Some of our airport locations may provide a gate pass to a family member or friend, which allows them to escort you to the gate for departure. Please note; a gate pass is not permitted for meeting a traveller at the gate upon arrival. The airport has the final approval of this request based on the current security level. Be sure the person requesting the gate pass has valid government-issued photo identification that has not expired.

You may request that a member of our inflight crew help guide you to your seat, to and from the lavatory, or to assist you with your baggage.

We recommend that you review our Service animals page if you are travelling with a service animal.

Once onboard the aircraft, our inflight crew will provide an individual safety briefing. Supplemental briefing cards are also available in Braille or large-print format in English and French.

Medication and medical equipment

Medications

Medication should be left in its original packaging to ensure it is clearly labelled with the medication’s information and manufacturer’s name. This includes over the counter medication.

Always bring your medication in your carry-on item, as your checked baggage is not accessible in the event of a delay.

We are unable to refrigerate medication or administer it for you.

Always check with the embassy’s consulate website of the countries that you will be travelling to before departure, to ensure the medication you will be bringing is legal in that country.

Medical equipment

Needles and syringes are accepted in your personal carry-on item, only if you require them to administer medication and must be accompanied by the medication as follows:

• the medication must be labelled with a pharmacy-dispensed label that includes the traveller’s name.
• the syringes must have protective needle guards and be carried in a proper medical container.
• dispose of any used needles in the sharps container. Our crew can provide you with the information about the onboard location if required.

Although Swoop doesn’t require identification for medical professionals travelling with a medical kit, regulatory or customs authorities may. A medical bag is considered a carry-on bag and is subject to applicable fees.

Portable medical devices (PMEDs)

All batteries must be transported in carry-on baggage, as they are not permitted in checked baggage, and all battery terminals must be either recessed or packaged to protect them and prevent contact with metal objects (short circuit), including the terminals of other batteries.

We recommend that you check with the security agency for the country you are travelling to/from to ensure your device is approved for travel. In Canada, you can search the Canadian Air Transport Security Authority (CATSA) “What Can I Bring” tool.

In all cases, acceptance of medical equipment is at the sole discretion of Swoop.

Multiple formats

Swoop provides travellers with disabilities information and documentation in multiple formats regarding the services Swoop provides. All information is offered free of charge, and can be provided in more than one format, if requested, and multiple copies may be requested of any available format. If we are not able to provide the information or documentation you request, we may offer alternate formats, when available and appropriate to do so. However, some information may not be immediately available.

Portable Oxygen Concentrator

Although Swoop does not provide medical oxygen for purchase on board, we accept portable oxygen concentrators (POCs) during all phases of flight as follows:

• A POC bearing a manufacturers label stating in red text that "The manufacturer of this POC has determined this device conforms to all applicable FAA acceptance criteria for POC carriage and use on board aircraft"
• Any of the following approved models, even if they are not labelled as outlined above:
  • AirSep – FreeStyle, FreeStle 5, Focus, LifeStyle
  • Delphi RS-00400 (EVO Central Air)
  • DeVilbiss Healthcare iGo
  • Inogen – One, One G2, One G3
  • Inova Labs – LifeChoice, LifeChoice Activox
  • International Biophysics LifeChoice
  • Invacare – Solo2, XPO2, XPO100
  • Oxlife LLC Independence
  • Oxus RS – 00400
  • Precision Medical EasyPulse
  • Respironics – EverGo, Simply Go
  • SeQual – Eclipse (all generations), SAROS, eQuinox (Claire)
  • Oxywell (model 400)
  • VBox Trooper

Other portable oxygen concentrators not bearing the manufacturer’s label mentioned above or included in the approved list above may be carried on board, but may only be used during the cruise portion of the flight.

Your oxygen concentrator may only be used in the battery-operated mode. Extra batteries are accepted in carry-on baggage only and all battery terminals must be either recessed or packaged to protect them and prevent contact with metal objects (short circuit), including the terminals of other batteries. When bringing extra batteries, please consider your total travel time, including any unanticipated delays, to ensure you have enough charge.

Service animals

Service animals provide assistance to a person with a cognitive, physical or emotional disability. Swoop only allows fully trained and certified service dogs in the cabin of the aircraft at no charge, when on duty. To ensure adequate time to assign appropriate seating, we require a minimum of 48 hours notice.

We may require a Registered Certificate Identification card or other written documentation in situations where we question the verbal or physical indicators, which may include but are not limited to harnesses or tags, as proof that the dog is a service animal. We strongly recommend some form of physical restraint device for the dog as the dog must be under your control at all times. Furthermore, some agencies within the airport may require your dog to be harnessed.

Many service dogs can travel on the floor at your feet. One service animal may be held on the lap of the traveller with a disability, provided it is no larger than a two-year old child. If your dog requires additional floor space to ensure its comfort and safety on board, we require a minimum of 48 hours advance notice to determine the seating needs.

Dogs which pose any type of threat to the health and safety, to crew members or other travellers, may be denied transport as a service/emotional support animal.

Emotional support animals

Emotional support animals provide comfort to a person with a psychological disability. Swoop accepts emotional support dogs only.

We require a signed letter to be emailed to [email protected], dated no more than one year before travel, from your licensed mental health professional a minimum of 48 hours prior to your flight. The letter must be on your attending mental health professional’s letterhead, and must state:

• You have a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders Fifth Edition (DSM V).
• You require the emotional support dog as an accommodation for air travel and/or for an activity at your intended destination.
• The type of license held by your mental health professional and the jurisdiction in which it was issued.

We strongly recommend that your emotional support dog wear its identification (e.g. vest) at all times while on the aircraft. We suggest that you travel with identification as some agencies in the airports may require it.

Many emotional support dogs can travel on the floor in a kennel. Only one emotional support dog may be held on the lap of a traveller with a disability, provided that the dog is no larger than a two-year old child. If your dog requires additional floor space to ensure its comfort and safety on board, we require a minimum of 48 hours advance notice to determine the seating needs.

The dog is required to be under your control at all times when on-board the aircraft and we strongly recommend some form of physical restraint device, such as a harness or leash.

Swoop may deny applications which appear to be questionable, or dogs which exceed a safe size and weight, pose any type of threat to health and safety, or have not been trained to behave properly in a public setting.

Entrance and import regulations for service or emotional support dogs

Importing/exporting service or emotional support dogs:

All necessary travel documentation, including required health certificates, must be completed before your service or emotional support dog can travel with us. Proof of compliance is required for all regulations required by the country you are travelling to, from or through.

Failure to ensure that the required documentation is provided may result in:

• Your animal being quarantined or delayed upon arrival;
• Additional fees, costs associated with the quarantine, care and return of your animal to where its journey began.

Additionally, any charges related to the care of your animal while in quarantine or the potential cost of returning your animal to where its journey began are your responsibility.

Swoop is not responsible for a traveller’s compliance with animal restrictions or embargoes imposed by the local, regional, or national authority of the traveller's final destination.

The traveller is responsible for meeting these requirements and paying any fines they incur.

Swoop assumes no responsibility for inaccurate or incomplete documentation. For import and export regulations, vaccination and documentation requirements, contact the consulate or embassy of the countries you will be entering.

Restrictions:

• Swoop is not responsible for a traveller's compliance with animal restrictions or embargoes imposed by the local, regional, or national authority of the traveller's final destination.
• The traveller is responsible for meeting these requirements and paying any fines they incur.
• Animals are not accepted on flights to or from:
  • Montego Bay, Jamaica
  • This restriction is in place due to entrance and quarantine regulations.

Special seating for travellers with a disability

Based on a case-by-case assessment, we may provide a specific seat type or location onboard Swoop operated flights if you:

• cannot safely travel without a seating accommodation due to a medical disability
• require a specific seat due to a fused or immobile lower limb

We do not provide specific seating if you are requesting additional legroom due to height. If you are booked with another traveller that is not your personal attendant, you may not be seated together, as seating accommodations are only for the traveller with the special need.

We require your physician to complete and submit the Swoop medical information form to us via email at [email protected] or by fax at 1-844-212-5513 a minimum of five business days prior to your flight. Any charges incurred for the completion of this form will be at your expense.

Our medical team reviews each form to determine if you are fit to fly, and any accommodation that is required. Please note:

• we do not review incomplete applications. If you have not heard back from us within five business days, please review your medical information form to ensure it is complete and re-submit.
• we may need to contact your physician for more information. As such, we cannot guarantee that the form will be reviewed before you travel if we are waiting to receive more information from your physician.
• if approved for a specific seat accommodation, you are required to purchase the available fare (including taxes and fees) for all seats. Swoop will seat assign together in the approved disability seating section free of charge; should you choose a seat outside of this section you are subject to any applicable seat fees.
• no refunds or compensation if you have flown before approval. If you choose to reserve travel in anticipation of approval, please be aware that if approval is not received before the scheduled flight, the fees and guidelines for the itinerary purchased will apply.

Wheelchairs, scooters and mobility aids

Although some mobility aids are marked by the manufacturer as “Airline approved” or “Safe for air travel,” this stamp does not automatically mean it is approved by Swoop. Please review the information below to identify how it applies to your mobility aid. Swoop has the final decision as to whether or not a mobility aid will be accepted for transport.

Wheelchair service to/from the aircraft

Swoop offers three different wheelchair services to get you to and from check-in to the aircraft as follows:

• Wheelchair; can walk up steps. The primary purpose for the wheelchair is for distance. You can walk up and down stairs unassisted and move to/from your seat to the aircraft door/lavatory.
• Wheelchair; no steps. This request indicates that you cannot walk up/down stairs, but can move to/from your seat to the aircraft door/lavatory.
• Wheelchair; carry on. This request indicates that you require a wheelchair upon check-in to get to/from the aircraft and require transfer services up/down stairs, into the cabin, into your seat and to/from the lavatory.

Travelling with your own wheelchair/scooter

If you are travelling with a mobility device, we recommend that you notify Swoop at least 48 hours before departure. If you do not provide 48 hours notice, we will make our best effort to accommodate, but we cannot guarantee that we will be able to accommodate you. Be prepared to answer the following questions (as applicable):

• Does your mobility device have a battery and is the battery removable?
• What type of battery are you travelling with? Examples include spillable (wet cell) non-spillable (sealed lead acid), or lithium.
• What is the height, weight, width, and length of your mobility aid?
• Do you have any items that are detachable, which should be brought in the cabin of the aircraft to avoid damage?

Each traveller with reduced mobility is permitted one medically required wheelchair or scooter at no charge. While it cannot be used on board the aircraft, we do have an onboard wheelchair to assist you.

Please be aware that the cargo door configuration may require your mobility aid to be turned onto its side to fit through the entrance. If your mobility aid cannot be turned on its side for loading and unloading, we cannot accept it for transport. Most mobility aids will be transported in an upright position. Depending on the type of wheelchair battery that your mobility aid uses, the battery may need to be removed.

Please review your owner's manual so that you are familiar with how your mobility aid should be prepared for transport, and bring it with you to the airport. If you have had any modifications made to your mobility aid, the detailed instructions on how to prepare this equipment for transport must also be provided. Swoop strictly adheres to the individual manufacturer recommendation for proper disassembly and stowage as described in the owner's manual when provided. If you cannot remove, provide manufacturer’s information or provide verbal instruction on how to remove, deactivate or prevent activation, or properly prepare the battery for transport, the battery will be denied.

Please be aware that if a battery cannot be deactivated or disconnected, it will be denied transportation.

Batteries

There are strict criteria for travelling with a battery or battery-operated equipment. To avoid your battery being denied for your flight, please review the information below:

• Batteries are classified as dangerous goods – we take the handling of batteries very seriously and will not accept batteries which are not prepared properly for transport.
• Some batteries must be removed from the object they are in, or deactivated. For larger items like wheelchairs and mobility aids, we can assist if you provide the manufacturer's or verbal instructions.
• All battery terminals must be either recessed or packaged to protect them and prevent contact with metal objects (short circuit), including the terminals of other batteries.
• Ensure you bring an adequate supply of approved batteries to meet your specific needs. Consider the duration of the flight, all ground time before and after flight and any unexpected delays in the terminal, during the flight or before landing.

Although there are charging ports on the aircraft, you may not use them to charge medical devices or batteries used for medical devices or mobility aids as they are not designed for this use. Swoop is not liable for any injury, harm or damage to the equipment caused by a traveller attempting to use this power supply for batteries or portable medical electronic devices.

Information on battery acceptance and packing

• Non-spillable dry cell battery-powered wheelchair
  • Checked baggage only
  • Battery terminals must be protected from short circuits
  • Battery must be attached securely to wheelchair
• Wet cell battery-powered wheelchair have the same restrictions as for dry battery-powered devices PROVIDED the wheelchair or mobility device can always be maintained in an upright position. Otherwise:
  • Battery will be removed and packed in a strong, rigid, leak-proof container impervious to battery fluid.impervious to battery fluid.
  • Battery will be stored upright in container, surrounded by special absorbent material sufficient to soak up total liquid contents.
  • Batteries should be fitted with spill-resistant vent caps.

Scooters

Scooters that are up to 45 kg (100lb.) and have a battery that must be removed in order for the device to fully collapse (batteries not encased at the base of the scooter), are considered a powered collapsible mobility device. These collapsible scooters and detachable parts are accepted in the cabin, or as checked baggage. This applies to lithium and non-spillable battery operated units. Scooters that require a key to start and operate should have the key removed and you should keep the key with you.

Canes, walkers and other items

Medically required mobility devices (for example braces, canes, etc.) will be accepted free of charge in the cabin if they are within the carry-on baggage size allowance.

If you do not medically require these items yourself, you may transport them in checked baggage, however, all applicable checked and excess baggage fees will apply.

Swoop accepts the FAA certified Special CARES systems for adults that require core support or stability.

Meet and Assist Services

Need a little extra assistance? We’re here for you.
Swoop understands the unique challenges associated with developmental, cognitive, behavioral or psychiatric conditions and we’re happy to help if you need a little extra assistance.

All special requests, including Meet and Assist services, require a minimum of 48 hours’ notice before departure so that we can provide the appropriate assistance to make sure your journey is enjoyable.

Here’s a few of the things we can help with:

• Checking in
• Transit through the airport to the baggage carousel, to the exterior entrance of a washroom, and/or to a taxi stand, car rental kiosk or shuttle service
• Accessing, boarding and exiting the aircraft
• Retrieving your baggage at the baggage carousel or onboard

There are a few things we can’t assist with, including:

• Help eating, drinking or taking medication
• Assistance into or in the restrooms or any other form of personal assistance
• Buckling your seatbelt

Travellers with a disability who are travelling alone must be able to perform these actions independently during travel, without outside help.

Travellers with developmental, cognitive, behavioral or psychiatric conditions must also be able to receive and understand cabin crew’s safety instructions during the flight.

If you require Meet and Assist services, please complete the Swoop Medical Information Form with your physician and return to Swoop as soon as possible, to ensure the most appropriate level of accommodation based on the specific needs is received.

The Meet and Assist Service as described above, is only for travellers with developmental, cognitive, behavioral or psychiatric conditions and does not include first time flyers, young travellers flying by themselves, language barriers, etc.