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Lost, delayed or damaged baggage

We are committed to doing our best to deliver your baggage on time and understand the inconvenience of having a bag misplaced or damaged.

Use the options below to create a new baggage report, submit a request for reimbursement or to locate items left on board.

Delayed baggage

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 that will include your contact information and a description of your baggage and its contents to assist in the search.

Here is what to do if your baggage doesn’t arrive with you:

Option 1

Create a baggage report

Create a baggage report within 12 hours of arriving at your destination. Provide your contact information, a description of your baggage and any other information that would help us to locate your bag.  

Create a lost, delayed, or damaged baggage report

Option 2

See a Swoop Service Agent

See a Swoop Services Agent at the arrival airport (select airports only). An agent will create a delayed baggage report for you and advise you of the next steps.

Interim expenses for delayed bags

  • Itemized receipts are required to be reimbursed for reasonable expenses incurred as a direct result of your delayed baggage.

  • For flights within the America's, you may be entitled to an amount up to $100 CAD/USD for the first 48 hours while your baggage is delayed. After 48 hours, you may be entitled to a further $150 for a total of $250. The foregoing does not limit a passenger's rights to claim damages, if any, under the applicable convention or under the law.

  • For out-of-pocket expenses related to a delayed or damaged baggage incident within our control, you may submit a request to Swoop for reimbursement.

Compensation for lost bags

If your baggage is deemed lost, or if the baggage is lost for more than 21 days or is damaged, we will reimburse the applicable fees for that baggage. Swoop's liability for lost and damaged baggage is limited to 1,288 Special Drawing Rights (approximately $2,300 CAD) per passenger, unless a higher value was declared in advance.

Damaged baggage

Damage to baggage and/or contents must be reported to a Swoop representative within seven days of your flight’s arrival. If your baggage was damaged:

See a Swoop Service Agent

Bring your damaged luggage to the baggage services office in your arrival airport within 7 days of receiving it. Our team at the airport will assess the damage and assist with creating a damaged bag report for you.

Swoop's limitation of liability as a result of damage is (including incidental expenses) up to 1,288 Special Drawing Rights per guest (approximately $2,300 CAD) and you will be reimbursed for any applicable baggage fee paid. All claims are subject to proof of amount of loss.

Please review our domestic tariff, rule 120 (Limitation of Liability) or international tariff, rule 121 (Limitation of liability for baggage or goods), for more information. 

For more information about your passenger rights see below or visit the Canadian Transportation Agency website or review the Air Passenger Protection Regulations.

If you experienced an error while creating a baggage report or spoke to a Swoop Service Agent at the airport and were not given a file number, please contact us.