Flight delays, cancellations, and schedule changes

Tarmac delays

A Tarmac Delay is when you are on the aircraft, and it has pulled away from the gate to get ready for takeoff or has just landed and the doors of the aircraft are still closed, and you are kept waiting in the plane. In this circumstance, we will try to make you as comfortable as possible by doing the following:

1. We will provide you with access to the on board lavatories, heating/cooling, comfortable ventilation, and the ability to communicate with people outside of the aircraft at no cost. If you require urgent medical assistance during a tarmac delay, we will take all reasonable steps to facilitate access to medical assistance. After a 3 hour tarmac delay at an airport in Canada, the plane will return to the gate so you can disembark if safe to do so. A plane can stay on the tarmac for up to 45 additional minutes, if it is likely that it will take off within that period and we are able to continue providing the same Tarmac Delay Services, when feasible.

2. This short extension is to ensure that the plane can take off if there is a reasonable prospect of this occurring – so that you can reach your final destination without the inconvenience of further delay or a flight cancellation. If it is not likely that the plane can take off within the additional 45 minute window, the plane will return to the gate, unless it is prevented for reasons related to safety, security, customs control or air traffic control.

3. Complimentary water and snack service will be provided for a 3 hour tarmac delay.

Depending on the circumstances, it may not be possible for Swoop to allow you to disembark from the aircraft during a Tarmac Delay, for various reasons, including but not limited to concerns related to safety, security, or due to directions by Air Traffic Control or Customs Control.

If the plane returns to the gate for disembarking because of a tarmac delay, disembarking priority will be available to passengers with disabilities and their support person, service animal, if any, upon request and when feasible.

Schedule changes

Schedule changes are adjustments to flight times and destinations. Unfortunately, even though we prefer not to make schedule changes, they do happen. Generally, schedule changes are made because of adjustments to air traffic routes, airport requests, construction at airport facilities, security constraints, market forces, partner airline schedules and so on.

Should you experience a schedule change, Swoop will make every effort to contact you in a timely manner (via email) to advise you of a change. The email will contain information about your old flight itinerary and your new flight itinerary. Depending on the magnitude of the schedule change, the email may also include the option to accept the change, decline the change (and request a refund), or instructions on how to make a change to your new flight itinerary.

If your vacation package is impacted (transfers, hotels, etc.) please contact your third-party tour operator for options.

You can also review our domestic tariff, specifically rule 90: Schedule Irregularities for more information.

Communication

We will attempt to notify you as soon as possible in the event of any flight delays or cancellations, when we communicate any delay or cancellation, we will inform you of:

• the reason for the delay or cancellation

• compensation our guests may be entitled to

• standards of treatment

• recourse available against Swoop, when applicable

If we receive new information regarding a flight delay or cancellation, we will communicate it to you as soon as possible. We will provide updates every 30 minutes using the methods below until a new departure time is set or alternative travel arrangements have been made.

Please note, if you booked your trip through a third-party such as a travel agent, airline partner, we recommend that you contact them.

The following are various ways you can stay informed on potential changes to your trips.

Before you arrive at the airport:

• Via email, as long as you have provided Swoop with your email address. Otherwise, we will not be able to send you email notifications about your flight status or itinerary.

• On our website through the flight status page or travel advisories.

At the airport:

• during check-in;

• by the departure and arrival screens located throughout airport terminals;

• announcements at the airport;

• updates will be provided every 30 minutes until a new departure time has been confirmed or alternative travel arrangements have been made. New status information will be provided sooner than 30 minutes after the last update if applicable and feasible.

On the aircraft:

• announcements every 30 minutes (when safe for our pilots to do so).

We strongly recommend that you ensure you provide us with an email address, or current phone number.

You can also review our domestic tariff, specifically rule 90: Schedule Irregularities for more information.

Expenses

Should you incur out-of-pocket expenses for a controllable flight delay or cancellation, you may submit a request to Swoop for reimbursement. Swoop will review requests for reasonable expenses that meet certain criteria and supporting, itemized receipts will be required. If approved, you will be reimbursed with cash by electronic payment.

Our general guidelines are:

• Hotel costs: in situations where Swoop was unable to secure a hotel room, or you did not accept the hotel re-accommodation option Swoop has offered (and you book your own hotel), Swoop will reimburse you up to $150.00 CAD ($200.00 CAD for non-Canadian destinations) per night/per reservation. In-room movie costs, tips/gratuities and long-distance telephone charges will be excluded.

• Meals: in the unlikely event meal vouchers mentioned above are not available during your controllable delay, we will reimburse you to a maximum of $30 CAD per day/per guest. Alcoholic beverages and tips/gratuities will be excluded.

• Transportation: if transportation was not available by Swoop, we will reimburse the cost incurred for transportation between the airport and the hotel. Tips/gratuities will be excluded.

Please note, Swoop does not reimburse expenses for cellular roaming charges, missed entertainment/sporting/excursion events, lost wages or missed connections to non-partner airlines or cruises.

These guidelines do not limit or reduce your right to claim damages, if any, under the applicable convention or under the law.

You can also review our domestic tariff, specifically rule 90: Schedule Irregularities for more information

To submit a request, please fill out and submit the online reimbursement request form in full. One of our Traveller support agents will review the request and process it, if approved. Submit expenses from a disrupted flight.

Reasons

There may be instances where your Swoop flight may be delayed or cancelled due unexpected maintenance to winter storms.

Reasons for flight delays or cancellations:

** reasons provided on your day of travel are based on information available at the time of disclosure and are subject to change.

Air traffic control restriction

When the airport experiences an air traffic control restriction (e.g. routing or airspace restrictions).

Crew availability

When there is an issue with crew availability.

Crew coming from a delayed flight that was outside of the airline’s control

When flight crew is coming from a delayed flight that was outside of the airline's control.

Crew coming from a delayed flight that was within the airline’s control

When flight crew is coming from a delayed flight that was within the airline's control.

Change in aircraft

When a change in aircraft occurs.

Damage to the aircraft during the flight

When there is damage to the aircraft during the flight (e.g. bird or lightning strike).

Damage to the aircraft while taxing

When there is damage to the aircraft after departing the gate while still on the ground.

Delays with ground handling or service

When there are delays due to ground handling or services (e.g. baggage handling, catering).

Issue with the airport facilities

When the airport experiences an issue that either limits operations or makes it unsafe to operate (e.g. inoperative baggage systems or gates). 

Issue outside of the airline’s control after leaving the gate

When there is an issue outside of the airline's control after leaving the gate while still on the ground.

Incident involving a guest (non-medical)

When there is a non-medical incident involving a guest

Incident involving a guest

When there is an incident involving a guest (e.g. medical situation).

Non Swoop IT system

When an issue with non-Swoop software (not related to the aircraft) results in the flight being delayed and/or cancelled.

Required safety procedures

Delays occurring due to safety checks and operational procedures.

Swoop IT system

When an issue with Swoop software (not related to the aircraft) results in the flight being delayed and/or cancelled.

Security related incident

When a delay is caused by a security breach or investigation (e.g. a restricted item made it past the security checkpoint).

Scheduled aircraft maintenance

When scheduled maintenance on the aircraft requires additional time to complete which causes the flight to be delayed and/or cancelled.

Strike or work stoppage

When a strike or work stoppage by Swoop or a Swoop contracted group causes a delay or cancellation.

Unscheduled aircraft maintenance

When identified issues cause unscheduled maintenance on the aircraft causing the flight to be delayed and/or cancelled.

Wait times with customs and immigration

When a delay is caused by wait times with customs and immigration.

Weather along the aircraft’s route

When weather along the aircraft's route causes the flight to be delayed and/or cancelled.

Weather in your destination

When weather in the flight's destination causes the flight to be delayed and/or cancelled.

Weather in your departing city

When weather in the flight's city of origin causes the flight to be delayed and/or cancelled.