How to change or cancel your flight
Flight changes: All changes can be done through Manage my Booking. For full instructions on how to change your flight, click here. More details on the Swoop change policies are located here.
Flight cancellations: All cancellations can be done through Manage my Booking. For full instructions on how to cancel your flight for credit, click here. For those requesting refunds to the original form of payment, more information will be provided on this at a later date.
Health & Safety while Travelling
Swoop has taken additional precautionary measures to expand and increase frequency of our aircraft sanitization at our busiest bases.
In addition, social distancing practices are implemented where possible aboard all Swoop flights. These include adding a seat in-between each traveller when possible, stricter boarding processes allowing for smaller queue wait times, traveller screening measures and reduced onboard services. Face masks or coverings are to be worn when social distancing is not possible.
Face Masks Required for Travel
Starting on April 20, 2020, Swoop will require all domestic travellers to wear a mask when flying. Travellers are encouraged to wear a face covering or mask as much possible at all points in their journey and must do so when directed by any CATSA official, Swoop employee, CBSA officer or Canadian public health official.
Temperature Checks before Travel
All Swoop travellers, aged two years and older, will undergo a temperature check before boarding. This is a non-contact temperature check that will be done at the gate to ensure the health and safety of all Swoop travellers to help prevent the spread of COVID-19.
Swoop’s temperature reference is 38 °C and above, which is considered above normal body temperature and the guidance provided by the Public Health Agency of Canada (PHAC), Centers for Disease Control (CDC) and the World Health Organization (WHO).
Having a temperature above 38 C alone does not mean a traveller would be denied boarding. They will only be denied travel if they have a fever of 38 C or above and present with additional symptoms included in the government-mandated health questionnaires they are required to answer.
These temperature checks are an additional layer of precaution to ensure the health and safety of our Swoop travellers to help prevent the spread of COVID-19. The hand-held infrared thermometers do not store the temperature readout or identifying personal information.
Operational Updates
Swoop Network Updates
We are suspending all of our international and transborder flights. This suspension follows Prime Minister Justin Trudeau’s announcement imposing travel restrictions for all flights entering Canada to reduce the spread of COVID-19. The suspension will be in place until September 13, 2020.
Regulatory Updates
Effective March 30, 2020, all Swoop travellers will be required to undergo a health check before boarding a flight within Canada based on guidance from the Public Health Agency of Canada.
This will include asking health questions, looking for visible signs of illness and recommending the traveller follow advice from local health authorities.
Swoop inflight crews will have the authority to deny any traveller boarding if they display any COVID-19 symptoms. This will in place for 14 days or until a medical certificate is shown, indicating that the traveller’s symptoms are not related to COVID-19.
Upon arrival, travellers will be reminded of any provincial or territorial measures that have been put in place by their destination’s government or regulatory bodies as a result of COVID-19.
For a full list of travel restrictions visit https://travel.gc.ca/travelling/advisories
Starting on April 20, 2020, Swoop will require all domestic travellers to wear a mask when flying.
Refunds
For those requesting refunds to the original form of payment, more information will be provided on this at a later date.
On March 25, the Canadian Transportation Agency clarified its position on providing credit for travel due to the unprecedented times we are in. Their statement can be found here: https://otc-cta.gc.ca/eng/statement-vouchers
Frequently Asked Questions
Have there been any confirmed COVID-19 cases onboard Swoop flights?
The safety of our travellers and crew is our top priority. It is our goal to be open and transparent throughout this rapidly evolving situation. Find out more regarding Swoop's Coronavirus (COVID-19) impacted flights here. This page will be updated regularly with information on COVID-19 impacted flights in our network. Will also add to the blog about safety precautions we take on our aircraft.
How are Swoop aircraft cleaned?
We hold ourselves to the highest standard and strive to create an environment as clean as possible. In response to Coronavirus (COVID-19), we are doing more to keep you and your Swoop crew safe.
Swoop aircraft are given a light groom after every flight, a full groom every 24-hours, a complete interior detail monthly and an enhanced hyper-focused groom annually.
In response to the current Coronavirus (COVID-19) outbreak, Swoop has taken additional precautionary measures to expand and increase the frequency of our aircraft sanitization at our busiest bases. Swoop also added two additional disinfecting products to our cleaning arsenal for aircraft that are stationed overnight across our network.
We are continuing to clean with our approved products, including Sanicide (disinfectant) for galleys and lavatories, along with Celeste 8500 for all-purpose cleaning. In addition to these cleaners, we have added two more disinfecting products to our arsenal: hospital-grade Clorox Wipes and Spray.
These new products are used on tray tables as well as general seating areas to ensure all traveller contact surfaces are thoroughly disinfected. The Clorox and Sanicide products are used to accomplish the cleaning of our galleys, lavatories, tray tables, seat armrests and headrests, the PSU panel, overhead bin door latches and lavatory door handles.
How clean is the air on the plane?
The idea that all aircraft air is recirculated is a common misconception. All Swoop aircraft are equipped with an industry-leading air circulation system containing a HEPA filter, similar to what is used in hospital environments. These filters achieve a viral removal efficiency of greater than 99.99909 per cent and bacterial removal efficiency of greater than 99.99996 per cent. This rating is based on the 0.3 micron contaminant benchmark – considerably smaller than animal dander, which is approximately 2.5 microns in size.
These aircraft also introduce fresh air into the cabin every two to three minutes (20 to 30 air changes per hour).
What if I’m concerned about booking a flight or trip?
All new bookings will automatically include ModiFly at no extra charge, for flights that are a minimum of seven days out. Travellers with existing bookings will be able to add ModiFly to their booking for free, excluding travellers that are travelling within the next seven days. ModiFly gives travellers peace of mind by giving them the ability to change the date and/or time of their flight up to 24 hours prior to departure.
For more information and full terms and conditions, please visit the ModiFly page here.
How and when should masks be worn?
Starting on April 20, 2020, Swoop will require all domestic travellers to wear a mask when flying.
More information on mask guidelines can be found here.
What happens if someone is sick on my flight?
Should a traveller present ill or fall ill during travel, our frontline teams and crews are trained to handle multiple scenarios and situations that can arise on the ground or onboard our aircraft and have access to real-time support of physicians at MedLink when requested.
It is the crew’s duty to assess, refuse or move anyone who is exhibiting signs of not being fit to fly due to illness.
What do I do if I am not feeling well on a flight?
It’s important to self-identify so that our Swoopsters can ensure your safety along with the safety of other travellers and crew. Frontline Swoopsters are trained to handle multiple scenarios and situations that can arise on the ground or onboard our aircraft and have access to real-time support of physicians at MedLink when requested.
