How to cancel for credit
Make sure you're eligible for cancel for credit! Travellers booked on flights between Canada and the United States and Mexico, scheduled to operate from March 14 - October 24, 2020, have been contacted directly by email with instructions on how to cancel for Swoop Credit.
Once you've confirmed you're eligible, you should have received an email from Swoop with instructions on how to access your credit. Check your junk/spam folder if you haven't received the email.
If you cannot find the email, you can still access your credit as long as you can log into Manage My Booking with your reservation code (6 digit alpha-numeric code) and the last name of the first traveller listed on your reservation (note: this could be different from the person who made the booking).
If you don't have a Swoop account, please create one. You'll need an account for your credit to be stored in. The name on the Swoop account must exactly match the first and last name of the first traveller on the itinerary.
Once you're logged into Manage My Booking:
Select "Flight Changes"
Select "Flight Interruptions"
If you want to confirm your credit is available, you can view your available credits through your Swoop Account.
Cancel for credit terms & conditions
Swoop’s one-time offer to cancel for credit applies to existing bookings that meet the following criteria: Existing flights booked for travel before October 24, 2020 between Canada, the U.S., and Mexico; existing flight reservations which are cancelled or changed by Swoop.
Customers have the ability to cancel their reservation for a credit through Manage My Booking. The credit is available for use for up to 24 months after the date on which the cancellation occurs. Credit must be used within 24 months. The entire value of the booking will be applied to a credit on the profile of the first traveller on the reservation (in the event there are more than 1 travellers on a booking). A traveller profile must be created in order for credit to be issued. If Extras (seats, bags, etc.) were purchased on the initial booking, the value of those Extras will be credited back to the traveller. The value of Extras can be used towards either base fare or additional Extras on the subsequent booking. The credit can be used towards more than one subsequent booking. If the value of the credit exceeds the value of the subsequent booking, the remaining differential value will remain available to the traveller within their Swoop account. If the value of the subsequent booking exceeds the value of the credit, the traveller will be responsible to pay the difference. The credit can be used for any new travel purchase, even a different origin and destination pair than the originally purchased itinerary. The credit is non-transferable. A customer’s credit can be combined with other forms of payment, including credit cards, if the new reservation value exceeds the value of the credit.
On October 21, the WestJet Group, including Swoop, announced it will begin providing refunds related to the COVID-19 pandemic. Travellers with eligible itineraries will be proactively contacted by Swoop, beginning November 2, 2020. We appreciate your patience as we work through the administrative backlog. For more information, please visit https://www.flyswoop.com/refunds.