Service Dogs

Acceptance

Swoop only accepts dogs to provide services to persons with disabilities. Service dogs must have been trained to do work or perform tasks for the benefit of a qualified individual with a disability. For domestic, international and transborder flights, service dogs must be individually trained by an organization or person specializing in service dog training. We accept one service dog for a person with a disability. If your itinerary includes a flight to/from the U.S., we accept two service dogs for a person with a disability. It is your responsibility to meet import regulations required for your service dog. All necessary travel documentation, including required health certificates, must be completed before your service dog can travel with us. Proof of compliance with international regulations is required for the countries you are travelling to, from and/or through. Failure to ensure that the required documentation is provided may result in delays and/or the dog being quarantined. Any charges related to the care of your dog while in quarantine or the potential cost of returning your dog to where its journey began are your responsibility. Failure to meet the requirements for where you are travelling may result in your dog being:

• denied carriage

• denied entry upon arrival

• returned to your point of departure or country of origin

• quarantined, or

• euthanized (humanely put down) by the local government authority

In nearly all instances, you will be responsible for the fines, fees or costs associated with these actions. Swoop assumes no responsibility for inaccurate or incomplete documentation. For import and export regulations, vaccination and documentation requirements, contact the consulate or embassy of the countries you will be entering.

Seat Availability

Depending on the size of your service dog, it may be necessary during the booking process to reserve a seat for them. This is for the safety of the animal and traveller. Please let us know at least 48 hours ahead of time or this could result in delays or denied travel.

Emotional Support Dogs

Starting on August 5, 2021, emotional support animals will not be accepted for travel. If you have travel booked after this date with an emotional support animal please contact us at [email protected] to review your options.

Advance notice

To ensure adequate notice we ask that you request to travel with your service dog at least 48 hours before your flight departs. This helps us to arrange appropriate seating for you and your service dog and to greatly reduce the chances that you will be delayed or denied travel.

In cases where notification is not provided 48 hours before departure, we will make every reasonable effort to accommodate your request, which may include delaying you until another Swoop operated flight is available to your destination.

Reserving travel

To request travel or to add your service dog onto an existing reservation, email [email protected] a minimum of 48 hours before your departure. Please include your full name and reservation code. Be prepared to answer some questions regarding your service dog and your needs. You will not be asked to disclose your specific disability, however you will be required to confirm that your animal is travelling to assist you with a disability, and what task or service your dog provides.

Seating requirements

Service dogs are not permitted in the emergency exit row on any aircraft or to occupy an empty seat.

If your service dog does not fit comfortably at your feet, you can request additional floor space by contacting Swoop at least 48 hours before departure. Additional floor space is free of charge for flights within CanadaPlease be prepared to discuss your dog's breed, weight, length, height, and width as we use this information to determine the floor space required to accommodate your dog. We will make every reasonable effort for requests made within 48 hours before flight departure.

Dogs that exceed a safe size and weight may be denied transport

Control measures for your service dog and required behaviour

Swoop considers all service dogs to be on duty for the duration of their time at the gate and onboard the aircraft.

As such, control measures are always required, specifically, your service dog must:

· be under your control

· wear a harness, vest or collar and leash (tether) or be inside a kennel. Regardless of what control measure is used, the dog’s control measure or vest must have stitching or labelling that identifies the dog as a “Service Animal” or “Service Dog”. 

· behave in a manner that indicates the dog has been properly trained to be in public environments

Swoop will refuse to transport your dog as a service dog if you do not have the required control measures or your dog demonstrates unacceptable behaviours like:

· running freely

· barking or growling repeatedly at other persons

· biting

· jumping on people

· urinating or defecating in the cabin or gate areas

· causing significant disruption in the cabin or at an airport gate area

Every reasonable effort will be made in these cases to identify alternative methods to transport your service dog. If we cannot and your dog is refused travel, we will explain why and follow up in writing within 10 days.

Service dog identification requirements

We recommend travellers bring their Registered Identification Card or other written documentation in the event it is required by airport authorities or other service providers.

Destination-specific restrictions

It is your responsibility to comply with the restrictions imposed by the local, regional, or national authority. Please note that service dogs are not accepted on flights to or from Jamaica.

Pre-approval is required for service dogs travelling to Mexico: Servisio Nacional de Sanidad Inocuidad Y Calidad Agrolimaentaria (SENASICA) or by email [email protected]