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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.

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

Travellers may be denied boarding in certain circumstances. In these circumstances, 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.