“$” means Canadian dollars;
“Act” means the Canada Transportation Act;
“Affected Flight” means the Flight involved in a schedule irregularity.
“Air Crew” means the Flight crew and one or more persons who, under the authority of the Carrier, perform in-Flight duties in the passenger cabin of an aircraft of the Carrier;
“Air Transportation Contract” means with respect to Domestic Transportation, a contract entered into between the Traveller and the Carrier for the provision of a Flight to the Traveller and/or goods in the form of a Reservation and confirming itinerary issued by the Carrier.
“Alternate Transportation” means:
“Ancillary” refers to optional extra products, services and/or privileges distinct from the fare, purchased either in respect to transportation services or products, services or privileges ancillary to transportation services, by a passenger at the time of initial fare booking or at a subsequent moment up to and including the journey. Also see “Fees, Charges and Surcharges” defined below;
“Baggage” means any good that:
“Baggage Identification Tag” or “Baggage Tag” means a document issued by the Carrier solely for identification of Checked Baggage, part of which is given to the Traveller as a receipt for the Traveller’s Checked Baggage and the remaining part is attached by the Carrier onto a particular piece of the Traveller’s Checked Baggage.
"Baggage Rules" mean the conditions associated with the acceptance of Baggage, services incidental to the transportation of Baggage, allowances and all related charges. For example, Baggage rules may address the following topics:
“Boarding Area” means the point where the Traveller’s Flight coupons are lifted and kept by the Carrier or the point where the Carrier examines the Traveller’s Boarding Pass prior to the Traveller being permitted on the aircraft. This may be referred to as the gate area.
“Boarding Pass” includes either a paper document or an electronic document issued by the Carrier to the Traveller and serves as a record that the Traveller has Checked in for their Flight and, when it shows a seat assignment, it permits a Traveller to board a particular Flight.
“Boarding Cut-Off Time” is the time limit specified by the Carrier by which the Traveller must be present at the designated Boarding Area of their Flight.
“Carrier” means Swoop Inc.
“Carrier’s Traveller Liability” means the responsibility owed by the Carrier to a Traveller or other person in respect of a Traveller, arising from the Carrier’s operation, ownership or possession of an aircraft;
“Checked Baggage” means Baggage of which the Carrier takes custody and for which the Carrier issues a Baggage identification tag.
“Check-in Cut-Off Time” is the time limit specified by the Carrier by which the Traveller must have completed check-in formalities and received a Boarding Pass.
“Child” is a Traveller under the age of 12 years.
“Contact Centre” means the call centre office used by the Carrier to handle telephone calls, emails or social media messages from the public;
“Controllable” means, when used in reference to an irregular operation including Flight delays, cancellations or diversions, a factor considered to be within the Carrier's control;
“Conjunction Ticket” means a Ticket issued to a Traveller concurrently with another Ticket(s) which together constitute a single contract of carriage.
“CTA” means the Canadian Transportation Agency;
“Destination” means the ultimate stopping place according to the contract of carriage, as shown on the Ticket.
“Domestic Transportation” means air transportation between points in Canada.
“Early Show” means a Traveller who requests to travel on an earlier Flight scheduled for departure on the same day of travel with the same Origin and Destination;
“Emotional Support Dog” is a dog which is used to provide support for an emotional disability and is required as an accommodation for a Flight;
“Event of Force Majeure” means an event, the cause or causes of which are not attributable to the willful misconduct or negligence of the Carrier, including, but not limited to (i) earthquake, flood, hurricane, explosion, fire, storm, inclement weather, or the actions of third parties such as acts of government or air traffic control, airport authorities, security agencies, law enforcement or customs and immigration officials, epidemic, other acts of God or public enemies, war, national emergency, invasion, insurrection, riots, strikes, picketing, boycott, lockouts or other civil disturbances, (ii) interruption of flying facilities, navigational aids or other services, (iii) any laws, rules, proclamations, regulations, orders, declarations, interruptions or requirements of or interference by any government or governmental agency or official thereof, (iv) confiscation, nationalization, seizure, detention, theft or hijacking of an aircraft, or (v) any other cause or circumstances whether similar or dissimilar, seen or unforeseen, which the Carrier is unable to overcome by the exercise of reasonable diligence and at a reasonable cost;
“Fare” means the rate charged to a Traveller in respect of a Flight;
"Fare Type” refers to one of the tiered Fares that set forth the applicable goods and services purchased by the Traveller;
“Fee, Charge or Surcharge” means an amount of money collected by the Carrier from the Passenger, distinct from the fare, and either in respect of transportation services or services ancillary to transportation services. Fees and surcharges may be collected by the Carrier on its' own behalf or pursuant to an obligation imposed or authorization received from a third party. Fees, charges or surcharges may be deemed not refundable and/or not creditable if the traveller chooses to cancel, change or no show their reservation;
“Flight” means the movement of an aircraft with Travellers and/or goods from the point of take-off at the Origin to a point or points of landing thereafter, inclusive of the point of landing at the Destination;
“Flight Coupon” means that portion of the Ticket which is either held electronically in the Carrier’s database or on paper when a paper Ticket is issued to a Traveller. It indicates the particular points between which the Traveller has contracted for transportation.
“Guardian” means an adult over the age of 18 who is travelling with another Traveller under the age of 18 for whose care and safety they are responsible;
“Traveller” means any person, except members of the Air Crew, carried or to be carried in an aircraft with the consent of the Carrier pursuant to a valid contract of carriage, often termed passenger.
“Infant” means a Traveller under the age of 2 years.
“Involuntary Refunds” means a refund of an unused Ticket or portion thereof as required by the Carrier through no fault of the Traveller.
“Itinerary/Receipt” means a travel document or documents the Carrier or its agent issues to the Traveller travelling on a Ticket. The Itinerary/Receipt contains the Traveller’s name, Flight information and notices relevant for the journey. This document is to be retained by the Traveller during the entire journey.
“Minor” means a Traveller under the age of 18 years.
“Origin” means the initial starting place of the journey as shown on the Ticket.
“Overbooking/Oversold” is the result of selling more seats than the available number of seats on a Flight.
“Person/Traveller with a disability” means a person who, in accordance with the classification system adopted by the World Health Organization and set out in the International Classification of Functioning and Disability (the ICF), has an impairment which gives rise to an activity limitation and/or participation restriction;
“Personal information” means information about an identifiable individual.
“Reservation” is a record of the accommodation held by a Traveller on a given Flight. The Reservation would specify the date and times of travel, Flight number and the Fare Type purchased by the Traveller.
“Routing” establishes the possible points via which travel may take place for a specific Fare.
"Same-day" travel is defined as a Flight departing within 24 hours of booking.
“Schedule Irregularities” means the following:
“Self-reliant” means that a person does not require services related to a disability beyond that normally provided by the Carrier, or beyond that which applicable rules or regulations require the Carrier to provide.
“Service Dog” means a dog that is required by a person with a disability for assistance and is certified, in writing, as having been trained by a professional service dog institution to assist a person with a disability and which is properly harnessed in accordance with standards established by a professional service dog institution.
“Special Drawing Rights (SDR)” is a unit of account of the International Monetary Fund.
“Standard Fare” consists of a randomly assigned seat and a personal item.
“Stopover” is a deliberate interruption of a journey initiated by the Traveller and agreed to in advance by the Carrier at a point between the place of departure and the place of Destination. The deliberate interruption must be for a purpose other than changing aircraft.
"Summary page at the end of an online purchase" means a page on a carrier’s Web site which summarizes the details of a Ticket purchase transaction just after the Traveller has agreed to purchase the Ticket from the carrier and has provided a form of payment.
“Tariff” means this Tariff, the terms and conditions of carriage applicable to the provision of an air service and other incidental and ancillary services.
“Tax” means an amount of money collected by the Carrier from the Traveller pursuant to an obligation imposed by governmental authority;
“Ticket” means either a paper or electronic document issued by or on behalf of the Carrier which includes the Traveller’s Flight coupons. The Ticket serves as evidence of payment of a Fare, Tax, Charge, Fee, and Surcharge, and constitutes for the Traveller proof of their contract of carriage. In instances where a Ticket exists as an electronic document, the Carrier issues to the Traveller, as proof of purchase, an Itinerary/Receipt.
“Unchecked Baggage” means any Baggage (Unchecked) accompanying the Traveller other than Checked Baggage.
“Uncontrollable”, when used in reference to irregular operations, are those delays and cancellations that are not under the control of the Carrier. These include but are not limited to: Events of Force Majeure, medical diversions or unruly Travellers.
“Voluntary Refunds” means a refund of an unused or partially used Ticket for reasons other than those mentioned under the definition of an involuntary refund.
“Voucher” means a monetary credit provided either in paper or electronic format to a Traveller that may be used toward future travel services or the provision of incidental services such as meals, ground transportation, and hotel accommodation.
(A) General
(B) Gratuitous Carriage
The Carrier reserves the right to exclude the application of all or any part of this Tariff with respect to gratuitous carriage.
(C) Traveller Recourse
Any compensation offered to Travellers is found in this Tariff or is outlined in applicable government regulations.
In the case of dispute with the Carrier, Travellers should, as the first recourse, try to resolve any problem by dealing directly with the Carrier. If the Traveller has attempted to resolve a complaint with the Carrier and is still not satisfied, the Traveller may take the matter to either the Canadian Transportation Agency or the appropriate court, as the Traveller prefers.
The Carrier may, in its reasonable discretion, impose sanctions described in the Tariff, including the imposition of conditions in respect to future travel or the imposition of a temporary, indefinite, or permanent travel ban on a Traveller.
(D) Air Transportation Contract
No Traveller shall be entitled to board an aircraft of the Carrier except on presentation of a valid Boarding Pass issued pursuant to an Air Transportation Contract, which, subject to the provisions of this Tariff, shall entitle the Traveller to transportation only between the points of Origin and Destination specified therein, and in connection therewith:
The Carrier incorporates its Privacy Policy, attached hereto as Schedule “A”, into this Tariff.
(A) General
Applicable Fares are those published by or on behalf of the Carrier.
Fares and charges will apply only to air transportation between the points named on the Ticket. Ground transfer services, will be arranged by the Traveller and at his/her own expense and are not subject to the terms of this Tariff.
(B) Fares in Effect
If, after a Ticket has been issued, a decrease in Fares, Fees, Taxes, and Charges applicable to the transportation covered by the Ticket becomes effective, no refund in whole or in part of the Original Fare will be permitted.
(C) Routing
(A) Flexible Change - ModiFly
The option to purchase at initial booking a flexible change product that provides the opportunity to make a one-time change to the departure time (including same-date or alternate date) or return time (including same-date or alternate date) of a directional booking under the following conditions:
(A) General
(A) General
All rates and charges published in this Tariff are published in the lawful currency of Canada. Based on the location of fee payment, conversion to Canadian dollars or to the local currency may occur.
The following is a list of payment options accepted by the Carrier for the payment of Tickets and services offered by the Carrier:
Purchases made on-board the Carrier's aircraft shall be made using any credit card in point 1 above.
(A) General
1. The Fare shall only entitle the Traveller to a seat on the aircraft.
1.1 Standard fare
The standard fare includes a randomly assigned seat and one personal item.
Fees are applicable for the following services:
(A) General
(A) General
(B) Seat Assignment
The Carrier does not guarantee the assignment of any particular space on the aircraft.
The Carrier offers Travellers the option of paying a fee for a specific seat at the time of booking or up to 1 hour prior to their Flight’s scheduled departure subject to the following:
Bookings made prior to August 02 2018:
Pre reserved seating < 994 miles (<1600km) |
At booking |
Added after booking |
|---|---|---|
Standard seat in the front of the cabin (29-30” seat pitch) |
$10 |
$15 |
Standard seat in the back of the cabin (29-30” seat pitch) |
$5 |
$10 |
Exit row (38-39” seat pitch) |
$20 |
$30 |
Extra legroom seat in the front of the cabin (34-35” seat pitch) |
$20 |
$30 |
Extra legroom seat in the back of the cabin (34-35” seat pitch) |
$10 |
$20 |
Pre reserved seating > 994 miles (>1600km) |
At booking |
Added after booking |
|---|---|---|
Standard seat in the front of the cabin (29-30” seat pitch) |
$15 |
$20 |
Standard seat in the back of the cabin (29-30” seat pitch) |
$10 |
$15 |
Exit row |
$25 |
$35 |
Extra legroom seat in the front of the cabin (34-35” seat pitch) |
$25 |
$35 |
Extra legroom seat in the back of the cabin (34-35” seat pitch) |
$15 |
$25 |
Bookings made on or after August 02 2018:
Pre reserved seating < 994 miles (<1600km) |
At booking |
Added after booking |
|---|---|---|
Standard seat in the front of the cabin (29-30” seat pitch) |
$10 |
$15 |
Standard seat in the back of the cabin (29-30” seat pitch) |
$5 |
$10 |
Exit row (38-39” seat pitch) |
$20 |
$30 |
Extra legroom seat in the front of the cabin (34-35” seat pitch) |
$20 |
$30 |
Extra legroom seat in the back of the cabin (34-35” seat pitch) |
$10 |
$20 |
Pre reserved seating > 994 miles (>1600km) |
At booking |
Added after booking |
|---|---|---|
Standard seat in the front of the cabin (29-30” seat pitch) |
$18 |
$21 |
Standard seat in the back of the cabin (29-30” seat pitch) |
$12 |
$15 |
Exit row (38-39” seat pitch) |
$30 |
$45 |
Extra legroom seat in the front of the cabin (34-35” seat pitch) |
$50 |
$75 |
Extra legroom seat in the back of the cabin (34-35” seat pitch) |
$24 |
$36 |
Changes to a seat selection on a Reservation after a booking has been made will require payment for the seat fee difference.
The Carrier reserves the right to cancel or change the selected seat(s) on any segment(s) for which fees have paid, at any time, for any reason, without notice to any Travellers affected thereby. The Carrier reserves the right to accommodate affected Traveller(s) with seating in a comparable seat(s), or the best seat(s) available at the time, or to provide a non-refundable credit or refund for the Fees associated with the seat(s).
The Carrier will make reasonable efforts to ensure that children are seated with their accompanying parent or Guardian. The Carrier provides Travellers the option to pre-purchase seat selection up to 1 hour prior to departure but there is no obligation to do so.
The Carrier's supplemental policies with regards to seat assignment for children are:
(C) Changes and Cancellation of Reservations
Reservations are non-refundable less than 72 hours before the planned departure of the Flight. No changes to a Reservation are permitted.
(D) Traveller’s Responsibility
The Traveller must arrive at the airport with sufficient time to complete check-in, government formalities, security clearance and the departure process while meeting the time limits detailed in (F) below. Flights will not be delayed for Travellers who have not completed any of these pre-boarding requirements. This will be considered a no show by the Carrier.
The Carrier will not be liable for loss or expense due to the Traveller’s failure to comply with this provision. Any amounts paid for the Ticket, including Fare, Fee, Charge, Surcharge, and Tax paid by a Traveller or Travellers are forfeited in the event the Traveller(s) fail(s) to show up for a Flight.
(E) Failure to Occupy Seat
If the Traveller does not occupy space which has been reserved by/for him/her and the Carrier is not notified of the cancellation of such Reservation up to and until the scheduled departure of that particular Flight, the Carrier will cancel the flight segment. Any remaining flight segments on the Traveller’s itinerary will not be cancelled.
(F) Check-in Time Limits
Web |
Mobile |
Airport check-in counter |
|---|---|---|
Opens 24 hours before your Flight's scheduled departure |
Opens 24 hours before your Flight's scheduled departure |
Opens three (3) hours before your Flight's scheduled departure |
The cut-off times below may not represent the amount of time required to drop off Baggage and to go through security. Travellers should arrive at the airport at least 90 minutes before a Flight.
Check-in channel |
Cut-off time before scheduled departure |
|---|---|
Web / Mobile |
60 minutes |
Airport check-in counter |
45 minutes |
If the Traveller fails to meet the time limits specified in the above chart, the Carrier may reassign any pre-reserved seat and/or cancel the Reservation of the Traveller and the Carrier may not be able to transport the Traveller’s Baggage. The Carrier shall face no liability due to the Traveller’s failure to comply with this provision and any amounts paid for the Ticket, including Fare, Fee, Charge, Surcharge, and Tax paid by a Traveller or Travellers are forfeited
Note: It is recommended that the Traveller provide the Carrier with a point of contact (e-mail address and/or telephone numbers) in case the Carrier must communicate with the Traveller prior to his/her departure or at any point during the Traveller’s itinerary. The Carrier shall make a reasonable effort to inform its Travellers of any delays, cancellations or schedule changes.
(G) Priority boarding:
Priority boarding is an optional Ancillary service fee that allows boarding of the aircraft after pre-boarding and prior to general boarding.
(A) Disclosure of Baggage Rules
Summary Page at the end of an Online Purchase and E-Ticket Disclosure
(B) Web site Disclosure
The Carrier discloses on its Web site a complete and comprehensive summary of all of the Carrier’s own Baggage Rules, including information concerning:
(C) Applicability
This rule applies to transportation of Baggage. The Carrier will only transport goods to the Destination of the Flight. All Checked Baggage must have a Baggage Identification Tag. All Unchecked Baggage should have a tag with the Traveller’s name, address and telephone number.
A particular piece of Baggage, Checked or Unchecked, will not be considered to be the property of more than one person.
Unchecked Baggage, including personal items, will be considered to be property of the Traveller who is in possession of the Baggage at the time of embarkation.
Swoop does not maintain an interline baggage agreement at this time.
(D) General Conditions of Acceptance of Checked and Unchecked Baggage
The Carrier reserves the right to refuse to board or transport any goods which, in the Carrier’s sole discretion, are not appropriately packaged for Flight or which are otherwise unsuitable for Flight.
The Carrier will generally accept for transportation as Baggage, any good that is necessary or appropriate for the wear, use, comfort, or convenience of the Traveller for the purpose of the trip, subject to the following:
The Carrier accepts (based on available space):
Except as outlined herein, all Baggage requires payment of a fee. Travellers are required to pay Baggage fees as outlined below for each channel Type:
Bookings made prior to August 02 2018:
Checked Baggage fees
empty |
First Bag |
Second Bag |
Third, fourth(each piece) |
|---|---|---|---|
Initial Booking, web, mobile, Contact Centre |
$25 |
$35 |
$100 |
Manage Booking web, mobile, Contact Centre |
$25 |
$35 |
$100 |
Check in, web and mobile |
$25 |
$35 |
$100 |
Airport check in |
$40 |
$50 |
$115 |
Airport Boarding Area |
$70 |
|
|
Bookings made on or after August 02 2018:
Checked Baggage fees
empty |
First Bag |
Second Bag |
Third, fourth(each piece) |
|---|---|---|---|
Initial Booking, web, mobile, Contact Centre |
$30 |
$40 |
$100 |
Manage Booking web, mobile, Contact Centre |
$30 |
$40 |
$100 |
Check in, web and mobile |
$30 |
$40 |
$100 |
Airport check in |
$40 |
$50 |
$115 |
Airport Boarding Area |
$70 |
|
|
2. Sporting equipment
Sporting equipment is considered part of the checked baggage allowance. The Carrier shall collect all additional fees for Checked sporting equipment that exceed the checked baggage allowance for size and weight, per Rule 55 (unless otherwise noted below). In all cases, the Baggage must contain the equipment noted.
Bicycle and helmet - A maximum of one bicycle and one helmet are allowed per guest. A maximum of one bicycle and one helmet are allowed per guest. A maximum of one bicycle and one helmet are allowed per traveller. A bicycle must be packed flat in a bicycle bag or boxes. Swoop may refuse carriage of improperly packaged bicycles.
Oversize and oversized fees apply.
Fishing equipment - Collapsible fishing rods can be permitted as carry-on baggage. A fishing rod as checked baggage must be packed in a rigid or hard-shell container. More than one fishing rod can be packed in the same container. A set consists of a fishing rod container and a tackle box.
Oversize fee is waived. Overweight fees apply.
Football equipment - A set consists of cleats, a football, football helmet, knee pads, and shoulder pads.
Overweight and oversized fee waived.
Golf equipment - Golf equipment must be packed in a container specially designed for shipping or in a bag with an attached hood. Tripod legs on golf bags must be secured or taped to the golf bag. A set consists of golf balls, golf clubs, and golf shoes.
Oversize fee waived. Overweight fees apply.
Hockey equipment (or ringette, lacrosse) – A set contains a helmet, puck/ring/ball, sticks, pads, and skates/cleats/shoes.
Overweight and oversized fee waived.
Snow ski equipment - Skis must be packed for shipping to prevent damage. A set consists of: a pair of skis, a pair of ski poles, helmet, a pair of boots (which can be checked in a separate boot bag).
Oversize fee is waived. Overweight fees apply.
Snowboard equipment - The snowboard must be packed for shipping to prevent damage. A set consists of: a snowboard, helmet, a pair of boots (which can be checked in a separate boot bag).
Oversize fee is waived. Overweight fees apply.
Water ski equipment - The water ski equipment must be packed for shipping to prevent damage. A set consists of two water skis.
Oversize fee is waived. Overweight fees apply.
3. Unchecked Baggage (Carry-on Baggage)
Unchecked Baggage/Carry on Baggage
Initial Booking, web, mobile, Contact Centre |
$35 |
Manage Booking web, mobile, Contact Centre |
$35 |
Check in via web and mobile* |
$35 |
Airport check in** |
$50 |
Airport Boarding Area |
$80 |
*Available up to 60 minutes before flight.
**Available between 3 hours and 45 minutes before flight.
(E) Collection and Delivery of Baggage
(F) Items Unacceptable as Baggage
The following items are unacceptable as Baggage and will not be transported by the Carrier:
The Carrier reserves the right to refuse to board or transport any goods, or to remove goods from the aircraft, if such refusal or removal is, in the Carrier’s sole discretion, necessary or desirable for reasons of the health or safety of the Travellers, the Air Crew, or the aircraft, or is otherwise necessary or desirable to prevent violation of any applicable law, regulation or order of any governmental authority of those jurisdictions where the aircraft shall be flown from, to or over, or if the goods are inadequately or improperly packed.
(G) Right to Refuse Carriage of Baggage
Note: This provision does not apply to aids for persons with a disability.
(H) Right of Search
The Carrier may request the Traveller to permit a search to be conducted of his/her person and Baggage. The Carrier may search Baggage in the Traveller’s absence. The purpose of any search is to ensure aircraft and Traveller safety, security and to determine whether the Traveller is in possession of or the Baggage contains items mentioned in (F) above or any arms or ammunition which have not been presented to the Carrier. If the Traveller refuses to comply with the request for search, the Carrier may refuse to carry the Traveller and/or his/her Baggage.
(A) General
Infants
Children
(B) Acceptance of Infants and Children
Age |
Accepted |
Conditions |
|---|---|---|
9 days to 23 months (Infant) |
Yes |
Only one Infant is permitted per -Traveller 12 years or older. The Infant may travel free of charge when the Infant is held on an accompanying Traveller’s lap. An Infant for whom a seat is purchased must be properly secured in an approved child restraint device and will be assessed the applicable Fare. |
2 to 11 years old (child) |
Yes |
These Travellers must be supervised by a Traveller of 12 years or older. The use of an approved child restraint device is optional for Children aged two and up. |
12 years and older |
Yes |
These Travellers are eligible to travel unaccompanied and unsupervised. Furthermore, they may accompany Infants/Children 9 days to 11 years old. |
(C) Documentation
(A) Acceptance for Carriage
The Carrier will make every effort to accommodate a person with a disability and will not refuse to transport a person solely based on his/her disability.
(B) Acceptance of Declaration of Self-Reliance
Carrier will accept a person’s declaration of self-reliance, will not refuse to provide transportation to a person with a disability, and will not impose any special conditions on the carriage of a person with a disability, except in the following circumstances:
(C) Medical Clearance
The Carrier may, using its reasonable discretion, determine that a person with a disability requires medical clearance where their safety or well-being, in terms of such things as assistance with eating, using the washroom facilities, or that of other Travellers is in question.
See also: Rule 105(A)6.(d), Refusal to Transport, Traveller’s Condition, Medical clearance
(D) Advance Notice
Where a Traveller requests a service set out in this rule at least 48 hours prior to departure, the Carrier will provide the service. Such requests should be made by the Traveller at the time of Reservation, and as far in advance of travel as possible. The Carrier will make a reasonable effort to accommodate persons with a disability who fail to make Reservations 48 hours in advance.
The Traveller shall advise the Carrier of the nature of his/her disability and the nature of the assistance required. Travellers requesting travel under the Carrier’s Medical Seating Program must submit their application according to the timeline outlined on the Carrier’s website.
(E) Seating Restrictions and Assignments
When a person identifies the nature of his or her disability, the Carrier will provide the Traveller an appropriate seat assignment.
Travellers with a disability will not be permitted to occupy seats in designated emergency exit rows, bulkhead aisle seat, or otherwise in accordance with applicable safety-related rules and regulations.
Travellers with disabilities and their attendants, who will meet the persons’ disability-related needs, will be seated together.
The number of Travellers with a disability on a single Flight may be limited based on Traveller safety considerations, aircraft specifications, and airport handling facilities available at departure or arrival airports.
(F) Acceptance of Aids
In addition to the regular Baggage allowance, the Carrier will accept, without charge, as priority Checked Baggage, mobility aids, including:
Where space permits, the Carrier will, without charge, permit the person to store a manually operated folding wheelchair and small aids in the Traveller cabin during the Flight. Mobility aids will be the last items to be stowed in the aircraft hold and the first items to be removed.
(G) Manually Operated Wheelchair Access
The Carrier will permit the person who uses a manually operated wheelchair to remain in the wheelchair:
(H) Service Dogs
The Carrier will accept for transportation, without charge, a Service Dog required to assist a Traveller with a disability provided that the dog is properly harnessed and certified in writing as having been trained by a professional service dog institution. The Carrier will assign a seat(s) at no additional fare if requested outside of 48 hours from scheduled departure time, to the Traveller which provides sufficient space for the Traveller and the Service Dog and the Carrier will permit the Service Dog to accompany the Traveller on board the aircraft and to remain on the floor at the Traveller’s seat. Where there is insufficient floor space in the seat row of the Traveller’s seat, the Carrier will permit the service dog to remain on the floor in an area where the Traveller can still exercise control over the dog.
See also: Rule 75, Acceptance of Animals (Service Dogs), and for provisions related to limitations of liability regarding Service Dogs, refer to Rule 120(B)4., Service dogs or Rule 121(B)4., Service dogs.
(I) Services to be Provided to Persons with Disabilities
(J) Boarding and Deplaning
Where a person with a disability requests assistance in boarding or seating or in stowing Unchecked Baggage, the Carrier will allow the person, upon request, to board the aircraft in advance of other Travellers where time permits. The Carrier may also require a person, even in the absence of a request to do so, to board the aircraft in advance of other Travellers in order that it has sufficient time to provide the requested assistance.
If requested, the Carrier and airport authorities will make arrangements for assisting persons with disabilities with outbound/inbound governmental clearance and with Baggage delivery.
(K) Communication and Confirmation of Information
Announcements to Travellers concerning stops, delays, schedule changes, connections, onboard services and claiming of Baggage will be made in visual, verbal and/or written format to persons with a disability who request such a service.
The Carrier will supply a written confirmation of services that it will provide to that person.
Modification to reflect that pre-boarding can occur upon request of the person with a disability as well as a requirement by the carriers.
The Carrier will ensure that instructions relating to special handling requests from persons with a disability are passed on to the Flight attendants along with other special instructions.
(L) Inquire Periodically
When persons in wheelchairs who are not independently mobile are waiting to board an aircraft, the Carrier will inquire periodically about their needs upon request, and shall attend to those needs where the services required are usually provided by the Carrier.
Animals, except service dogs and emotional support dogs, will not be accepted for carriage in the cabin or as checked baggage in the cargo pits of the aircraft.
The Carrier does not accept endangered species or the remains from endangered species, as listed on Environment Canada's website under the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES). The Carrier does not accept trophies or remains for carriage from any of the five big game animals (cape buffalo, elephants, leopards, lions, or rhinoceros).
The Carrier will accept antlers and horns from game hunted in season with appropriate permits. These items are permitted in Checked Baggage only, as part of a Traveller's Checked Baggage Rules and must meet the checked baggage weight and size guidelines as per Rule 55. All applicable Checked Baggage fees will apply.
(D) Service Dogs
(A) General
(B) Travel Documents
(C) Fines, Detention Costs
(D) Customs and Immigration Inspection
As required, the Traveller must be present for the inspection of his/her Baggage by customs or other government officials.
The Carrier will not be liable for any loss or damage suffered by the Traveller in the course of such inspection or through the Traveller’s failure to comply with this requirement if the Traveller’s Baggage was not in the charge of the Carrier.
(E) Security Inspection
The Traveller shall submit to all necessary security checks by government, airport officials and by personnel of the Carrier.
(A) General
(A) Applicability
This rule applies to all Travellers irrespective of the Fare Type on which they are travelling.
(B) General
(C) Safe Travel
(D) Traveller Options – Re-Rerouting or Refund
(E) Right to Care
For schedule changes, Travellers will be contacted via email or phone if no email address is provided, to advise of the change, the reason for the change, and potential alternate arrangements. Full refunds will also be provided to the Traveller if requested under this section.
Travellers will receive delay or cancellation information:
When the Carrier is unable to provide previously confirmed space due to there being more Travellers holding confirmed Reservations and Tickets than for which there are available seats on a Flight, the Carrier will follow the provisions of this rule.
(A) Applicability
Space and weight limitations
Travellers will only be carried within the space and weight limitations of the Carrier’s aircraft, and the Carrier reserves the right to deny boarding or transport to any person in order to comply with such limitations.
(B) Request for Volunteers
When a situation of denied boarding due to overbooking occurs, the following will apply:
(C) Boarding Priorities
In the event there are not enough volunteers, the remaining Travellers will be denied boarding on an involuntary basis. Travellers holding confirmed and Ticketed Reservations will be permitted to board in the following order until all available seats are occupied:
(D) Transportation for Travellers Denied Boarding
If, through no fault or negligence of the Traveller, a Traveller is not transported on a Flight for which he held confirmed space, then the Carrier will present a Traveller who has been denied boarding, whether voluntarily or involuntarily, with the following options:
In addition to the above, the Carrier will always consider the needs of the Traveller on a case by case basis and take into account all known circumstances to avoid or mitigate the damages caused by the schedule irregularity within the Carrier’s control.
(E) Compensation for Travellers Involuntarily Denied Boarding
In addition to providing transportation, the following will apply to a Traveller who is involuntarily denied boarding:
(A) Refusal to Transport – Removal of Traveller
The Carrier will refuse to transport, or will remove any Traveller at any point for any of the following reasons:
(B) Prohibited Conduct and Sanctions
(C) Recourse of the Traveller/Limitation of Liability
(A) General
(A) General
(B) Validity for Carriage
(C) Non-transferability
A Ticket is not transferable.
Note: The Carrier will not be liable to the person named on the Ticket if the Ticket is either presented for transportation or for a refund by another person. The Carrier will refuse transportation to any person other than the person named on the Ticket.
(D) Invalidated Tickets
If the Traveller attempts to circumvent any term or condition of sale or travel, this will cause the Traveller’s Ticket to be invalid and the Carrier will have the right to:
The Carrier shall in no way be liable to any Traveller, Air Crew, employee or other person for any special, indirect or consequential damages in respect of the Carrier’s Traveller Liability.
Notwithstanding anything to the contrary contained in this Tariff, the Carrier shall not be liable to any Traveller, Air Crew, employee or other person for damages sustained by the Traveller, Air Crew, employee or other person due to the negligence, acts or omissions of that Traveller, Air Crew, employee or other person or the negligence, acts or omissions of any other person, including any other air carrier, shipper, consignee or owner, their agents, representatives or employees, as applicable.
The Carrier is not liable for any damages directly and solely arising out of its compliance with any laws, government regulations, orders, or requirements or from the failure of the Traveller to comply with same or out of any cause beyond the Carrier’s control.
(B) Laws and Provisions Applicable
Liability in the case of death or bodily injury of a Traveller
Liability in the case of destruction or loss of, damage to, or delay of Checked and Unchecked Baggage
Delay: If the Baggage does not arrive on the same Flight as the Traveller, the Carrier will:
Damage: If the Baggage is damaged:
Partial Loss: In the case of partial loss:
Loss: If the Baggage does not arrive within 21 days of the same Flight as the Traveller (the “Loss Date”), the Baggage will be determined as lost baggage. In such case:
Limit of Liability:
Mobility aids
Note: Notwithstanding the normal Carrier liability as contained in this rule, the limit of liability will be waived for claims involving the loss of, damage to, or delay in delivery of mobility aids, when such items have been accepted as Checked Baggage or otherwise. In the event that a mobility aid is lost or damaged, compensation is to be based on the cost of the repair or replacement value of the mobility aid.
In the event that a mobility aid is lost or damaged:
Service dogs
Should injury or death of a Service dog result from the fault or negligence of the Carrier, the Carrier will undertake to provide, expeditiously and at its own expense, medical care for or replacement of the service dog.
(C) General Limitations of Liability
Unless stated to the contrary herein, and to the extent permitted by law, the Carrier’s Traveller Liability in respect of the provision of any Flight, howsoever caused, including negligence of the Carrier, shall not exceed the limits set out herein. In respect of an Event of Force Majeure, the Carrier shall have no liability to a Traveller or other person affected thereby.
(D) Time Limitations on Claims and Actions
No action may be maintained by any Traveller or other person on account of the Carrier's Traveller Liability under this Tariff, unless the action is commenced within one (1) year of the occurrence of the event giving rise to the Carrier's Traveller Liability;
(E) Overriding Law
If any provision contained or referred to in the Ticket or this Tariff is found to be contrary to an applicable law, government regulation, order or requirement, which cannot be waived by agreement of the parties, such provision, to the extent that it is invalid, shall be severed from the Ticket or Tariff and the remaining provisions shall continue to be of full force and effect.
(F) Modification and Waiver
No agent, servant or representative of the Carrier has the authority to alter, modify, or waive any provisions of this Tariff.
(G) Gratuitous Transportation
All Travellers who are transported gratuitously by the Carrier will be governed by all the provisions of this rule and by all other applicable rules of this Tariff.
(A) General
(B) Involuntary Refunds
(C) Voluntary Refunds
Effective date: April 1, 2017
At Swoop we are committed to respecting your privacy. This policy describes how we collect, use and disclose personal information concerning our Travellers and other individuals. We reserve the right to update or modify this policy at any time without prior notice by posting an updated version on this website. To alert you of a change, we will update the effective date of this Privacy Policy.
For the purposes of this privacy policy, "Swoop" means Swoop Inc.
Personal information is information about an identifiable individual. Your personal information includes your full name, address, telephone number, date of birth, email address, opinions, preferences, usage of Swoop's websites, and any other information that is connected to you, identifies who you are or would allow someone to contact you.
It is our policy to only collect, use and disclose personal information about you with your knowledge and consent, unless otherwise required or allowed by law. Prior to collecting personal information, it is our policy to identify the purposes for doing so and to limit the collection, use and disclosure of personal information to those purposes.
Generally, we will only collect personal information from you, and use it and disclose it with your consent or from someone on your behalf. There will be occasions where we will either contact you with offers and travel services that we feel will be of interest to you and rely on your consent (implied or express) while also providing an opt-out mechanism for such contact. We will use implied consent only in circumstances where the personal information in question is not sensitive, where the purposes and circumstances are limited and well-defined and where you are given an opportunity to opt-out or withdraw your consent then or at any time by contacting us.
If we identify a new purpose for using or disclosing your personal information, unless otherwise required by law, depending upon the sensitivity of the use or disclosure of the personal information, we will update this policy and/or contact you to obtain your consent for the new use or disclosure and we may use your contact information, including your email address, to do so.
Personal information is collected by Swoop when you provide it to us, or when a third party, such as a travel agent, family member or other party books a ticket on your behalf, when a third party, such as a rewards program or a credit card services provider provides personal information to Swoop, or when certain technologies we employ on our websites or web-based applications are able to provide Swoop with information related to your interaction with various websites and other technologies. If you would like to fly with us, book a hotel or car, join a mailing list, apply for a job, participate in a program or enter a contest that may be offered by Swoop from time to time, you will be asked for personal information as described in this policy or as stated to you at the time of collection. Personal information may be collected by us through our call centre, by interaction with our or other websites, web based applications, from you in person, from a travel agent or other party obtaining travel services for you on your behalf, or from a third party otherwise providing information about you on your behalf or for your benefit.
We also use various computer or web-based technologies to collect and store information when you visit a Swoop site including but not limited to e-cookies, pixels and other web beacons as outlined later in this policy. It is our policy to collect personal information about you directly from you where possible or reasonable to do so. However, there are circumstances where personal information about you will be collected from a third party on your behalf.
When you book a flight with us, or when someone books a flight with us on your behalf, we will ask for your gender, name, address, email address, phone number, and information related to your form of payment. We collect this information in order to process your request for travel services or to process refunds. We need your gender to determine the weight and balance of our aircraft and to assist us in identifying you for legal and security purposes. We may also use your personal information to contact you about your flight, flight booking or about anything that affects or may affect your flight booking or your flight, and to notify you that a credit that you have with Swoop has been created or an existing credit is going to expire. Additionally, we may leave an automated flight status message on any phone number you provide in the event of a change or cancellation of your reserved flight.
Adequate personal identification documents, including photographic likenesses, will generally be required in order to permit you to board an aircraft or access other services. This information is collected for security, legal and identification purposes and is generally returned to you immediately and not retained without your consent.
Following your flight, Swoop may also use your personal information to contact you about travel services, your travel patterns and your experiences when flying with us in the form of a survey. You can opt out of this program at any time.
Because of the nature of the airline industry, and concerns with respect to safety and security, there may be situations in which Swoop is required or requested by legal authorities to collect, use or disclose personal information about you, particularly when you are traveling with us, without your knowledge or consent. Information that we are required to collect by any Canadian, U.S. or international government authorities, depending on your boarding location and destination, may include, as required by such authorities, your full name, date of birth, citizenship, gender, passport number and country of issuance, immigration visa number, permanent resident card number, the means by which you paid for your flight, details as to how it was booked, and any other personal information collected by us as set out in this policy or as required by such government authority. Please be advised that Swoop may disclose this personal information to authorities when required or requested in conjunction with the identification of lawful authority.
In certain circumstances where we believe unlawful or criminal activity is being committed to, on or against Swoop Travellers, people or property, we may disclose your personal information to appropriate government authorities or other non-governmental entities in order to allow them to properly investigate the matter.
Because Swoop flies across international borders, personal information may be made available to government authorities in Canada and the United States, as well as any other international destination, as required by law.
In addition, Swoop uses third party providers of information technology, data processing, reservation services, data storage services and other services like providing you with a personal uniform resource locator (PURL). Swoop protects personal information disclosed to such third party service providers by contractual obligations of confidentiality and non-disclosure. Personal information, including medical information covered by this Policy, may be processed or stored outside of Canada, and such personal information may therefore be or become accessible to government authorities and agencies in other jurisdictions pursuant to lawful authority made under the laws of those jurisdictions.
Subject to certain restrictions and the Swoop Booking Terms and Conditions, Tariffs and Conditions of Carriage, services are offered to persons with special needs. A special need includes situations in which an individual may require an attendant or other specific requirements to accommodate a disability. A special need also includes individuals who, for medical reasons, require a special arrangement in order to travel.
In order to properly serve persons with special needs, to assure the health and safety of all concerned, and to ensure that an individual qualifies for any special arrangement Swoop may offer, Swoop may require additional personal information, including relevant medical information and information on particular requirements, such as whether a wheelchair, oxygen supply or other special equipment are required, information on connecting flights or connections, as well as additional contact information in the event of an emergency. In situations where an individual requires that they be accompanied by another individual, Swoop will require personal information from that individual as a passenger on the basis set out in this Policy.
If a third party, including a family member or friend, or your employer or another party, has made or will be making a booking on your behalf, that party will provide us with the same personal information that we would otherwise collect from you directly in order to book a flight or other travel services. Unless and until we are advised otherwise, we will consider such third party to have your authority to provide us with your personal information to be used and disclosed pursuant to this privacy policy. Collection, use and disclosure of your personal information by a third party will be subject to your dealings with them and any applicable privacy policy and practices they may have.
Certain employers and other parties may be granted access to online information from Swoop with respect to your booking where your employer or other party has made that booking on your behalf. Such access is governed by our Terms of Use. Such other party, including any others to whom it grants permission, will be able to gain access to personal information concerning all individuals for whom they have made bookings.
Our Swoop Rewards account option allows you to provide us with your personal information for your convenience in booking and managing your travel with us, should you choose to sign up. An account is also required in order to be issued or use a Swoop flight or travel credit.
When you sign in, our systems will automatically complete the fields when booking a flight, using your account information to fill in fields for your convenience, and after that the information is used and disclosed for the same purposes as if you had filled in the fields manually yourself. We strive to continuously improve the function of the fields available, but unless we advise you otherwise, any improvement in or addition to the fields will be subject to the same policies as set out in this policy. If you wish, you can remove your information from your account at any time, following which you will still be able to purchase services from us through our website, but you will have to fill in all the fields manually.
For certain opt-in services, Swoop may, with your consent, collect profile information about you (e.g. hotel and car preferences, etc), as well as demographic information (e.g. date of birth, etc). This information will be used to communicate specific information to you based on the profile and demographic information you provide.
If you would like to:
you must first set up an account and check the applicable option or options, following which we will use your account to communicate with you via electronic communication as you have requested. You may withdraw your consent to any of the foregoing options at any time.
By submitting your comments on Swoop’s feedback section of its website, you agree that Swoop may use your comments for internal purposes such as, training or employee acknowledgment and recognition, and that Swoop may publish your comments on its Intranet or in other internal documents.
Swoop may offer various promotions from time to time. When you enter a promotional contest, we ask for your name, date of birth, address (email and/or residential), social media handle and/or phone number so that we may communicate with you in the event you are a winner and so that we may verify that you are of sufficient age to participate or that you meet other eligibility requirements stated in any specific contest rules. Other information related to the promotion or contest may be requested if required by law.
Swoop offers employment opportunities in various locations, including over its website and others. If you would like to apply for a job at Swoop, you will be asked to provide your name, telephone number, address, email address, and other information concerning your application such as employment history, references and education. By submitting your application, you are consenting to the collection, use, disclosure and retention of your personal information for purposes of assessing your suitability for current and future employment opportunities at Swoop. In addition, you consent to the release of your personal information to our third party service providers for the purposes of pre-employment screening which may include a criminal background check and reference verification. If you are a successful candidate, this information will be retained by Swoop as long as reasonably required for purposes of managing your employment relationship or as otherwise required by law.
A cookie is a small amount of data, often including a unique identifier, that is sent to your browser from a website's computer and stored on your computer's hard drive. We use "cookies" to collect and compile data. Cookies track the movements and interactions of visitors on our websites and allow us to collect information about visitor website usage patterns to better understand and meet their requirements with improved design, content, display of relevant features, and to provide you with various advertising services. Cookies also allow our websites to recognize your computer or device the next time you visit in order to provide a custom experience including remembering your choice of language, exposing you to certain website pages, and auto-filling certain forms based on your previous visit. This also allows us to automatically fill in certain fields as mentioned above in Swoop Rewards Account and Mailing Lists.
Swoop uses third-party advertising technology to serve ads when you visit our website and certain sites on which we advertise, using information from your visits to our website and those other sites to serve ads which are tailored to you. In the course of serving ads to you, a unique third-party cookie may be placed or recognized by your browser. In addition, we use pixels or transparent GIF files, often referred to as "web beacons", to help manage and optimize our online advertising. These are provided by external entities like Google, Facebook, and other social media companies, and enable our ad servers to recognize a browser's cookie when a browser visits our website and to learn which banner ads bring users to our website. The technology may also allow other service providers to receive information from our website related to our online advertising. With both cookies and web beacons, the information that we collect and share does not contain your name, address, telephone number, or email address.
Google and other similar providers are subject to contractual restrictions with respect to personal information to protect your privacy. For more information about Google specifically, including information about how to opt-out of these technologies, go to https://static.googleusercontent.com/media/www.google.com/en//intl/en/policies/privacy/google_privacy_policy_en.pdf.
Additionally, you can opt out of Swoop's behavioural online advertising. To opt out of online behavioural advertising using AdChoices, click on the AdChoices Icon in a banner ad. To opt out of online behavioural advertising on Facebook, click the or on the top right corner of a Facebook ad and select 'Why am I seeing this?'.
Swoop discloses your personal information to third parties as required to process your request for travel services, including flights, hotel and car bookings, to provide services to you, display relevant advertising, as required by applicable law, or as otherwise set out in this policy.
Swoop is continuously seeking ways in which to better serve you. Swoop may therefore also disclose personal information concerning you to other organizations that may have affiliated programs to Swoop or other offers of interest to you to allow them to contact you, but Swoop will do so only with your consent, which you may withdraw at any time.
Personal information provided by you or on your behalf to book flights or other travel services will generally not be provided to anyone, including a spouse, family member, friend or coworker, without your consent, or as required by law, or as otherwise provided in this privacy policy. To protect your privacy rights and personal information, and for security and legal purposes, we therefore generally cannot disclose your personal information to any individual contacting us and claiming either to be a spouse, family member, friend, coworker or otherwise entitled to your personal information, or claiming to have your consent for us to do so, unless and until we have verified with you that you do in fact consent to our disclosure of your personal information to such specified individual. The exceptions to this are:
We will disclose your personal information on a reasonable basis to an individual who has booked your current flight or other travel service where that individual has adequately identified themselves. We will consider that, since they previously had your consent, express or implied, to deal with us, your consent continues. Please see Corporate and Other Third Party Bookings. We may also, with your consent, exchange your personal information, including medical information, with third party medical personnel in situations where you, or someone on your behalf, has requested special arrangements related to medical conditions or status. Please see Special Needs.
Where an individual contacts us and provides us with your full name and reservation code giving us reasonable grounds to conclude they are contacting us with your consent, express or implied, we will disclose flight information to that individual for the purposes of permitting that individual to meet your flight or be aware of delays, and other similar information. Flight information is limited to flight number, flight timing information, confirmation that you have or have not boarded a flight, and the departure and arrival locations of your journey with us. Flight information is provided as a service and convenience to you to permit meeting your flight and being aware of any delays or flights that are early. We will not provide other personal information such as home address or contact information to other individuals in these circumstances without your express consent. If you do not wish individuals to be able to obtain flight information from us, you should not share your reservation code with them. Likewise, your boarding pass contains personal information, and should be handled and disposed of in the same manner as any other personal information you may have in your possession. Otherwise, we will conclude that, where an individual has your reservation code, you have given your consent to their contacting us for your flight information. A reservation code refers to the confirmation number assigned by Swoop to you for a specific flight.
Swoop may provide you with the opportunity to access products and services from third parties. Those third parties may collect, use and disclose personal information from you or about you in order to provide their products or services to you. The collection, use and disclosure of personal information by those third parties will be governed by their privacy policies and any consent you provide and, unless we advise you otherwise, Swoop has no access to or control over your personal information collected from you by those third parties.
As mentioned above, we are required to collect personal information by government authorities in the U.S., Canada and other countries, and that information may be disclosed to those authorities without your knowledge or consent as required by law. It is the policy of Swoop to only collect and disclose what is required by law, and nothing further.
Swoop has in place sophisticated security measures and procedures to ensure that your personal information is protected from misuse and from unauthorized access.
However, no data transmission over the Internet can be guaranteed to be 100% secure. We cannot ensure the security of the information you transmit to us over the Internet.
Personal information collected by Swoop is retained for as long as it is reasonably required for the purposes for which it was collected, or as required by law, following which it is securely destroyed or made anonymous. If you withdraw your consent to our retaining your personal information, we will advise you as to the consequences, if any, of your doing so.
If you have signed up to become a Rewards member to the Swoop website, you are then able to manage your own personal information, to view it and to modify it as you choose. You are also able to cancel your account completely at any time, but the consequences of doing so include forfeiting any flight or travel credits you may have, no longer receiving electronic communications you may have signed up for and loss of automatic population of fields with your information. If you wish to cancel your account, please call us at 1-587-441-1001. You can create a new account at any time, even after you have cancelled your account.
Until your consent is withdrawn, it is our policy to keep your Swoop account open indefinitely for your convenience in the event you decide to access it again, and, if you have signed up for electronic communication, to continue sending you information until you advise us that you wish to no longer receive it. However, we do reserve the right to terminate accounts and distribution of electronic communication at any time without notice.
Feel free to contact us if you have any questions or concerns about this policy or the accuracy and completeness of any information in your file, if you wish to update any of your information, if you would like to see a copy of the information we have on file about you, or an account of the use that has been made of your information.
To do so, simply contact Swoop toll-free at 1-587-441-1001.
Written inquiries can be directed to Swoop's privacy officer via:
You may also use the above information to withdraw any consent you have provided, or to register a concern or complaint with us. In all cases, we may require that requests for information or withdrawal of consent be received by us by email, fax, mail or otherwise in written form. We will also require that you provide sufficient information to allow us to locate your information to deal with your request.
All requests for access to your personal information and complaints must be provided in writing and our response will be subject to verifying your identity before replying. It is our policy to respond to all inquiries, requests for access to personal information and concerns or complaints within 30 days of our receiving them unless otherwise allowed or required by law. If we cannot fully respond within 30 days, we will still advise you of that within 30 days.
However, we cannot give you access to personal information that we do not have, or that would disclose personal information concerning another individual without their consent, or that we otherwise cannot disclose under applicable law. There are legal restrictions in certain cases where we are prohibited from providing you with certain information. We reserve the right, to refuse to provide access to information where we are not legally required to do so, in which case we will advise you of the reasons for doing so, and of the name of a person who can answer any questions you may have.
