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Flight interruptions

Our hurricane/tropical storm promise

We know how frustrating and disappointing it is when a hurricane or tropical storm interrupt your much-deserved getaway. That's why we've tried to make it as easy as possible to re-accommodate your travel with the solutions below. Please contact us as early as you can to ensure we’re able to make the necessary changes. Hurricane/tropical storm travel advisories are issued based on information provided by the Canadian Hurricane Centre or the (American) National Hurricane Center.

If your Swoop travel plans are impacted by a hurricane or storm, we encourage you to discuss your options with us as soon as possible by contacting [email protected]

If a hurricane/tropical storm travel advisory is issued for your origin or destination on your travel dates, you may select from the options outlined below.

BEFORE your trip starts

Swoop will waive the applicable change or cancellation fee(s), and you may:

  1. If we cancel your flight due to the Hurricane or Tropical Storm - we'll transfer the full amount paid into a Swoop credit valid for 90 days.
  2. Change your travel dates (subject to availability) origin and destination.
    • Choose an earlier date, or a date up to and including 14 days after the original departure date and we'll waive any difference in fare.
    • Choose a date of 15 days or more after your original departure date and normal exchange and refund guidelines will apply.
    • Ancillaries will transfer.

AFTER your trip starts

Swoop will waive the applicable change or cancellation fee, and you may:

  1. Return early - subject to availability. ancillaries transfer
  2. Cancel your reservation - we'll put the unused value of your reservation into a Swoop credit valid for 90 days. ancillaries do not transfer
  3. Continue travelling at your own risk. If you choose to continue travelling after an advisory has been issued you are not eligible for compensation, a credit or refund of any kind.

Canadian flight and service disruptions

Baggage

Swoop will make every effort to return mishandled baggage as soon as possible. We will also provide compensation for reasonable expenses related to delayed delivery, and reimbursing travellers for any fee to transport a lost bag (please see Coverage). You can also review our domestic tariff, specifically rule 120 (Limitation of Liability) for more information.

Coverage

Swoop's limitation of liability as a result of damage or loss is including incidental expenses up to 1,131 Special Drawing Rights (SDRs) per traveller/per bag (approximately $1,800 CAD). Our team requires your assistance in determining the value of your goods, and once an agreement is reached, the value will be provided to you. In the event that a bag is lost, you will be reimbursed for your baggage fee in addition to settlement for the loss of baggage.

You can also review our domestic tariff, rule 120 (Limitation of Liability) for more information.

Delayed baggage

While we do our best to make sure that you and your baggage arrive together, there are times when baggage may be delayed. If you find yourself in this unfortunate situation, please take note of the following:

Delayed baggage must be reported to Swoop within 21 days of your flight's arrival.

A Swoop representative will create a delayed baggage report for you. You'll be asked for your contact information and a description of your baggage and its contents to assist in the search.

Once this report has been completed, a Swoop representative will advise you of the next steps.

If your baggage is not recovered in five days, our Central Baggage team will take over the search.

For flights within the Americas, you will be reimbursed up to $100 CAD/USD for the first 48 hours while your bags are delayed. After 48 hours, you will be authorized to be reimbursed a further $150 to a total of $250. You must submit receipts to be eligible for reimbursement of incidental expenses. This does not limit or reduce the passenger's right to claim damages, if any, under the applicable convention or under the law.

For all flights, if after 21 days your baggage is still not found, you will be reimbursed up to the equivalent of 1131 special drawing rights (approximately $1,800 CAD depending on currency fluctuations) in replacement value for your baggage.

For more information, please visit our delayed, damage and/or missing baggage page. You can also review our domestic tariff, rule 120 (Limitation of Liability) for more information.

Damaged baggage

Please see our domestic tariff for details on rule 120 (Limitation of Liability) for more information. You can also visit our delayed, damage and/or missing baggage page.

Delays, cancellations and schedule changes

We know that any type of interruption to your schedule can be challenging and inconvenient. To minimize any inconvenience, we will do our best to keep you informed, and get you on your way as quickly and safely as possible.

We are pleased to let you know that Swoop will never intentionally overbook flights, a common practice in the airline industry. However, there may be times where substitutions of aircraft or seat configuration changes within aircraft may occur because of operational changes. This may result in larger aircraft being used for your flight, or smaller. Either way, we will ensure your experience and the effect on your travel is minimized.

Communicating delays and cancellations

We will attempt to notify you as soon as possible of flight delays, cancellations, in order to mitigate inconveniences that result from these flight interruptions. When we communicate any delay or cancellation, we will give you the reason for the delay, length of the delay and possible re-accommodation options, when applicable.

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 flight status or travel advisories. To receive an up-to-date email confirmation, please retrieve your itinerary.

At the airport:

  • during check-in.
  • by the departure and arrival screens located throughout airport terminals.
  • announcements at the airport.
  • updates provided every 10-30 minutes before boarding.

On the aircraft:

  • announcements every 10 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).

Delays, cancellations and compensation

There may be instances where your Swoop flight may be delayed or cancelled due to reasons outside our control: uncontrollable reasons (e.g. inclement weather, medical emergencies, air traffic control, airport ground delays, bird/lightning strikes, airport facility issues, security issues, or unruly passengers, etc.) or for reasons within our control: controllable (e.g. mechanical issues, IT system failures).

Some delays may require Swoop to re-accommodate you to another flight to minimize the impact to your arrival time. If your flight is cancelled, we will re-accommodate you on to the next available Swoop flight. For circumstances where our re-accommodation options do not meet your needs, we will do our best to offer you other options available to help you get on your way.

Uncontrollable (outside of Swoop’s control) delays or cancellations

In the event that something happens outside of Swoop’s control, we will provide you with alternate options (if required) to accommodate you.

  • Attempt to rebook you for no additional charge on the next available Swoop flight.
    Changes to flights outside of the option above could result in you paying the difference in fare(s) and/or applicable change fee(s).
  • If an appropriate flight accommodation option is not available on a Swoop operated flight, we will:
    • rebook you on the next available flight operated by an airline that Swoop has a commercial agreement with, if circumstances permit; or
    • offer to cancel the reservation and offer you the option of retaining the unused portion of your ticket and using it towards future travel with Swoop; or having the unused value (refunded) to the original form of payment.

Swoop does not issue a travel voucher, pay for ground transportation or pay for tickets with an alternate airline.

Controllable (within Swoop’s control) delays or cancellations

In the event that something happens within Swoop’s control, we will provide you with the same rebook or accommodation options as uncontrollable delays or cancellations. In addition, we will:

  • assess and offer additional services such as hotel accommodation, meal vouchers and ground transportation to/from your hotel (please see Services provided during controllable delays or cancellations, for more information).
  • rebook you on the next available flight operated by an airline that Swoop does not have a commercial agreement with, if circumstances permit.

Services provided during controllable delays or cancellations

In the event that your flight encounters a controllable delay or is cancelled, Swoop will – depending on the situation - provide certain services to eligible, confirmed travellers. These services may include providing meal vouchers and hotel accommodation (when required) until your new Swoop flight (time) departs. We will ensure that we assist any traveller with special needs accordingly.

Swoop will offer:

  • meal vouchers for any posted or estimated departure delay of three (3) or more hours up to a maximum of three (3) meal vouchers per day
  • a hotel voucher, one (1) meal voucher and airport transfers if your travel is delayed eight (8) hours or more, and you did not start your air travel at that airport
  • in circumstances where you may already be on the aircraft, if a delay occurs, and it is safe, practical and there is adequate time to do so, we will offer drinks and snacks onboard. If the delay exceeds 90 minutes, the aircraft will return to the gate and you will have the option to leave the aircraft

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 have the choice of receiving reimbursement via cheque or Swoop voucher. 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 $45 CAD per day/per traveller. 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.

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

For further detailed information please see rule 90: Schedule Irregularities of our domestic tariff. To submit a request, please visit our contact us page to get in touch with our Central Support Team Agents who will promptly review the request, and process it, if approved.

Schedule changes

Changes to flights within three (3) days (72 hours) of departure are referred to as flight delays or cancellations. Schedule changes are adjustments to flight times and destinations which may apply to flights departing more than three (3) days (72 hours) prior to departure, including weeks or months in advance of departure. 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 and so on.

Should you experience a schedule change, Swoop will make every effort to contact you in a timely manner to advise you of a change. Email notification will contain information about your new flight itinerary and instructions on how to make a change or decline the new itinerary and request a refund.

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

Denied boarding

We do not overbook our flights. However, in certain circumstances we may have to deny you boarding.

Travellers will be:

  • Re-accommodated on the next available flight when time permits, or;
  • Asked to volunteer to be re-accommodated on another flight, or
  • Selected for re-accommodation based on time of check-in and identified passenger requirements (e.g. SSR codes, available re-accommodations)
  • Issued a form of compensation acceptable to the passenger based on the duration of the passenger's delay;
  • Swoop will inform travellers of the amount of cash compensation that would be due and that the passenger may decline travel vouchers and receive cash or equivalent;
  • Under certain circumstances compensation may be offered to travellers who are denied boarding involuntarily.

Please see our domestic tariff, rule 90: Schedule Irregularities for more information.

Denied boarding compensation

If you are travelling within Canada, arriving into your final destination one to four hours after the scheduled arrival time, you will be offered:

  • Fixed-value cheque, for 200% of the total price of the one-way flight, including fees and taxes, up to a maximum of $675; or
  • Service voucher for at least 300% of the amount of the cheque, or, if applicable, the last amount offered to volunteers, whichever is greater.

If you are travelling within Canada, arriving into your final destination more than four hours after the scheduled arrival time, you will be offered:

  • A fixed-value cheque, for 400% of the total price of the one-way flight, including fees and taxes, up to a maximum of $1350; or
  • Service voucher for at least 300% of the amount of the cheque, or, if applicable, the last amount offered to volunteers, whichever is greater.

US flight and service disruptions

United States tarmac contingency and delay service plan

The following details comprise our contract of carriage and customer service plan in accordance with the Enhanced Protections for Airline Passengers U.S. Department of Transportation (DOT) regulations (14 CFR Part 259). It outlines our U.S. tarmac delay service plan in the event of delays, cancellations and diversion for flights departing, arriving or diverted to the U.S.

Delays at the airport

If you have not yet boarded your flight and a delay caused by Swoop exceeds three (3) hours, we will issue you a food voucher. Likewise, if Swoop causes an overnight delay and you did not start your journey at the airport where the delay has occurred, we will provide you with a hotel voucher, airport transfers and food vouchers. Please note that we will only issue a maximum of three meal vouchers per guest, per day.

Flight status changes on the day of your flight (in effect for delays, cancellations or diversions)

We will inform you of changes to your flight's status within 30 minutes of the time we are notified of the change. This information will be available through our  flight status or travel advisories page. We also provide updates at the boarding gate area, and continue to provide updates every 30 minutes. Also, if you provided your email address in your flight reservation you will be eligible to receive flight status notifications automatically via email.

On-board departure and arrival delays

During an extended delay on board the aircraft, we will provide you with:

  • Notifications beginning 30 minutes after the departure time (including any revised departure time that travellers were notified about before boarding) and every 30 minutes thereafter to identify the reason for the delay and provide a tentative departure time.
  • Notifications every 30 minutes that you have the opportunity to disembark from the aircraft that is at the gate or another disembarkation area with the door open if the opportunity to disembark actually exists. If you choose to disembark you should be aware that you are doing so at your own discretion and the flight could depart at any time without you.
  • Functioning lavatory facilities.
  • Access to medical attention (if or when necessary).
  • Food and water. This is provided no later than two (2) hours after the aircraft leaves the gate (for departures) or touches down (for arrivals and diversions), unless the pilot-in-command deems that safety or security precludes such service. Depending on aircraft catering provisions adequate food may be a snack item.

Plan requirements

Swoop’s contingency plan states that travellers will be given the opportunity to disembark a tarmac delayed flight within four (4) hours unless the pilot-in-command determines that a safety-related concern prevents the aircraft from returning to the gate or air traffic control advises that a return to the gate or disembarking at another location is not possible.

The plan also ensures that Swoop has sufficient resources that meet the United States Department of Transportation's (U.S. DOT) requirements for extended tarmac delays in the United States, including diversions. Swoop’s Operations Control Centre is responsible for managing the plan and ensuring that it meets all required standards. Swoop will also handle oversight of the plan in the instance of an event and have coordinated implementation of the plan with airport authorities, U.S. Customs and Border Protection and the Transportation Security Administration at each U.S. airport that we serve, including diversion airports. Swoop customer service agents, flight operations personnel and inflight staff will carry out the plan at the airport and flight level.

Offering our lowest available fare

Swoop will always offer you the lowest available fare. There are no minimum or maximum stay-over requirements and fares are quoted on a one-way basis including applicable taxes, fees and charges. For more information, please see our fares.

Allowing you to cancel within 24 hours of booking without a fee and providing a prompt refund

Swoop flights can be cancelled up until 72 hours before the flight is scheduled to depart, subject to the cancellation fee per person. Any remaining balance is placed in a Swoop credit.
Cancellations made within 24 hours of booking for travel outside of seven days are fully refundable to original form of payment. Cancellations made within 24 hours of booking for travel within seven days are non-refundable to original form of payment and subject to the cancellation fee per person. Any remaining balance is placed in a Swoop credit. Your refund will be processed based on how your reservation was made, and the fare you purchased. For details on how the refund will be processed, please see our service fees. We will refund fees paid for unredeemed optional services due to an oversale situation (resulting from a schedule change or unforseen circumstances) or flight cancellation.

Disclosing your travel itinerary, other policies and information that may affect your travel

We will provide you with information on the policies and promises that affect your travel including:

Our aircraft configuration

Information on our aircraft configuration is available on our website under our fleet.

Handling oversold flight situations

In the event where we can no longer accommodate you on a flight to/from or within the United States, we will put you on the next available flight or offer you a Swoop credit or a refund of your fare. We will also provide a refund for any pre-paid optional/ancillary services lost due to a cancellation or overbooking.

Notifying you of flight delays, cancellations and diversions and how we mitigate inconveniences that result from these flight interruptions

We know that any type of interruption to your schedule is inconvenient. We strive to keep you informed, provide you with information and minimize the inconvenience. Our website will disclose flight delays of 30 minutes or more, cancellations and diversions within 30 minutes of Swoop becoming aware of the disruption.

Accommodating guests with special needs including tarmac delays

We're happy to provide additional service for our guests with special needs, including transportation to, from or between gates (by wheelchair). From assistance at the airport, on our aircraft, boarding and deplaning to assistance during delays, cancellations or diversions, we will ensure that your needs are properly accommodated.

Delivering your baggage on time

Swoop will make every effort to return mishandled baggage within 24 hours. We will also provide compensation for reasonable expenses related to delayed delivery, and reimbursing passengers for any fee to transport a lost bag. Please see our delayed, damage and/or missing baggage page for more information.

Giving us feedback

We appreciate hearing about your experience with us. If you would like to provide us with feedback, please see our contact us page.

U.S. Department of Transportation

For more information about your rights when travelling to, through or within the United States, please contact the U.S. Department of Transportation.
https://www.transportation.gov/airconsumer

Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, DC 20590