Our Swoop Pledge
We pledge to you…
We’re so glad that you have chosen to fly with Swoop, thank you. Our aim is to meet or exceed your expectations on every flight. Occasionally, there will be times where things don't go according to plan. For Swoop, these instances are usually due to our strict adherence to cut-off times, flight safety standards or external factors outside of our control, such as weather or air traffic delays. Nevertheless, we want you to be aware of your rights and our mutual obligations. Our pledge highlights key points about our shared commitments, to ensure a Swoop-urb flight for all travellers.
At Swoop, we’ve unbundled absolutely everything. This puts you in control of a lot more! We’ve created this page to help you get the most out of your travel experience, with travel tips and tricks, such as purchasing your ‘extras’ during booking, to help you maximize your savings. We’re also providing you with Swoop-authenticity, straight-up facts describing what you can count on from us during your experience.
Travelling to or from the U.S? Please refer to our U.S. flight service and disruptions page for more information.
Direct booking on FlySwoop.com
Time is money, why don’t you save some? Swoop only offers direct booking at FlySwoop.com. This means that you can book with confidence on our website knowing that there isn’t a better Swoop deal somewhere else on the web. You can also download our mobile app, giving you access to make bookings, purchase extras, make cancellations and access Wi-Fi on board.
Swoopsies? No worries, mistakes happen. If you notice an error in your booking within 24 hours of having made it and your flight is more than seven days away, we will give you a full refund to your original form of payment with no penalty. Flights within seven days are subject to the cancellation fee per person with any remaining balance placed in a Swoop credit.
Not sure if you’re dates will change? Take the stress out of coordinating your travel plans. Purchase ModiFly at the time of booking to allow for a one-time change to dates up to 24 hours prior to your flight, paying only the difference in fare, if there is one.
Please review our travel terms and conditions for full details on all of Swoop’s change and cancellations rules to stay savvy. Our optional fees page outlines all you need to know about our fees, including the most economical time for purchase (hint: it’s during booking).
What’s the deal with baggage…
We welcome you to bring a personal item, one that fits in the sizing device and under the seat in front of you, onboard with no fee. Examples include a purse, a small tote bag or a briefcase. The maximum size is 41cm x 15cm x 38cm (16” x 6” x 13”). If your personal item looks like it exceeds this size, a Swoop agent will ask you to place it in the sizing device and, if it doesn’t fit, will require you to purchase a carry-on or checked bag at the check-in counter or gate.
Be travel savvy by purchasing your baggage on-line, up to one hour before your flight, to save more than 40% compared to the fees at the airport counter or gate.
You know what we know…
You deserve to know if your flight is experiencing a significant delay or has been cancelled. We commit to contacting you in a timely manner, so you can make any necessary arrangements on your end. Help us help you stay up to date by ensuring to enter your contact information when booking.
Schedule changes usually occur for adjustments to air traffic routes, construction at airport facilities, security constraints, market forces and so on. Should you experience a schedule change, we will make every effort to contact you in a timely manner. 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.
For a full listing of our Contact Centre details, including hours of operation, visit our need help page.
When we’re both disappointed…
We love our jobs and love to fly on time. Alas, matters like air traffic and unfavorable weather is a reality for airlines, keeping you from your destination longer than either of us would like. We care about your travel plans and will do our best to get you on your way as soon as it’s safe to do so. Some delays outside of Swoop’s control may require us to offer other options to minimize the impact to your arrival time, such as moving you to a new flight.
When we’ve let you down…
Although we work extremely hard to avoid it, there will be times where Swoop is responsible for a flight delay or cancellation. First and foremost, we’d like to acknowledge the inconvenience and offer our sincerest apologies.
In addition to offering a variety of rebooking options to get you to your destination, Swoop will provide incidental services until your new Swoop flight or departure time. These services may include meal vouchers, hotel accommodation (when required) and ground transportation to/from your hotel.
In circumstances where you may already be on the aircraft when a significant delay occurs, we will offer drinks and snacks onboard and/or return to the gate, giving you the option to disembark if it is safe, practical and there is adequate time to do so.
Refer to our Canadian flight and service disruptions or page for more information and full details.
If you’re late, we can’t wait…
To ensure we depart on time, Swoop enforces strict cut-off times. One of the ways we keep our fares so low is by being disciplined with processes and policies, like check-in and bag drop cut-off times. Sometimes we might seem like sticklers, but these methods are Swoop’s key to successfully fulfilling our pledge for all travellers.
Check–in and baggage drop must be completed no later than 45 minutes prior to departure for domestic flights and 60 minutes prior to departure for international flights. Make sure to give yourself plenty of time to commute to the airport, check-in, drop your bags and get through security so you don’t miss out on your Swoop travel experience. No refunds on airfare or fees will be offered for missed flights.
Swoop does not offer connection flights. Our commitment is to take you safely from Swoop point A to Swoop point B. We do not transfer bags or take responsibility for missed connections to other airlines or travel providers.
Where’s my stuff…
It’s always our intention to promptly provide you with your checked baggage at the end of your flight. When your baggage is delayed, we pledge to work closely with you to quickly reunite you with your bag, providing compensation for reasonable expenses related to delayed delivery, and reimbursing you for any fee to transport a delayed bag as outlined in our baggage policies and applicable Conventions.
In the very rare case where the bag cannot be recovered, you will be reimbursed for your baggage fee in addition to the settlement for the loss of baggage.
When we can hold no more…
There are unlikely circumstances that can sometimes put us in the uncomfortable position of having to deny boarding to one or more travellers. In the event this occurs, we will consistently follow a fair process and issue compensation as outlined on our Canadian flight and service disruptions page.