Flight changes and cancellations : Swoop

Flight changes and cancellations

We know what you are about to ask and we have you covered.

Is there a fee for changing my reservation?
If you have added ModiFly at the time of your booking you can change the time or date of your flight once. Otherwise, flight changes are subject to a chan...
How do I make changes for only one person on the reservation?
Changes can be made by contacting our call centre. Please keep in mind change fees will apply. If you are within 24 hours of booking please log in to mana...
Can I change only the time of my flight?
Yes, if you are more than three days from departure. Change fees will apply. For changes being made 3 days (72 hours) or more from departure, and ...
Can I change only one part of my trip?
If you added ModiFly at the time of your booking, it can be used to make changes. Otherwise, standard change fees apply: Under our standard change policy, ...
What is your cancellation policy?
Swoop's Cancellation Policy No cancellations are permitted except within 24 hours of making the booking, as long as it is more than 7 days from depart...
I received an email saying my flight has been cancelled, what do I do?
We are sorry you’re experiencing a flight disruption. We never intend to delay our travellers. To get you on your way, please check your email for a messa...
Why can't I select an outbound date using ModiFly?
When using ModiFly to change your flight dates, you must select your return date first, before changing your initial outbound flight.
I didn't purchase ModiFly but now I want to make a change, how can I do this?
ModiFly can only be added at time of booking. If you did not add ModiFly, flight changes are subject to standard change fees plus any difference in fare...

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Chat with an agent

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First meet Donna, our chatbot. She’s always learning and knows all things Swoop. Available 24/7 with no waiting on hold, get the info you need by asking her short questions. If Donna can't help, ask for one of her human colleagues.

Some examples of when to chat with us:

You have a general question not found on the web
Your flight was changed and you can't self-serve via email
You need to change a spelling error on your reservation
You'd like help with booking, need special assistance, or lost a bag

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Send us a message

We are working through a high volume of messages. To get everyone on their way, we won’t respond to questions if the information is available on our website. We know it's a big site, so if you don't have time to look or need urgent help, ask Donna our chatbot. She knows all things Swoop!

Some examples of when to message us:

You have missing/damaged luggage and have already filed a report at the airport
You require special assistance
You have a request regarding Air Passenger Protection Rights
You'd like to pass on feedback
Message us

Call us

To save you money, we suggest using Manage My Bookings for booking, cancellations or changes. For everything else, send us a message on social media; the fastest way to connect 24/7.

If you would like to speak to a Swoop agent on the phone there is a fee of $15 plus applicable taxes for new reservations or to change your existing reservation.

If you are experiencing a flight cancellation or delay, please follow the steps in your email before calling.

Swoop Contact Centre:
1-587-441-1001

Hours of operation
Daily from 8:00a.m. - 4:30p.m. (MT)

Some examples of when to call us:

You have more than one form of payment to use
You have mobility requirements or a service animal
You need to add a lap-held or seated infant to a reservation
You need to cancel one traveller or part of a trip within 24 hours of booking more than seven days from departure
You need a letter for insurance purposes

Travellers with special needs

TTY for hearing impaired: 1-587-441-1009

Daily from 8:00a.m. - 4:30p.m. (MT)

Travellers with disabilities experiencing difficulties accessing FlySwoop.com:

Call: 1-587-441-1001^† Daily from 8:00a.m. - 4:30p.m. (MT)
Email: disabilityassistance@flyswoop.com

^†The contact fee will be waived for travellers with disabilities.

Government and consumer protection

If you experienced a problem, please first contact Swoop to resolve it. If there is no resolution, you can file a complaint with the Canadian Transportation Agency (CTA). The CTA processes complaints and settles disputes between travellers and airlines. The CTA will try to resolve the matter quickly and informally through facilitation or mediation. If facilitation and mediation don't work, the complaint may then go through adjudication, a court-like process where a decision will be issued based on elements of proof submitted.

Canadian Transportation Agency

Ottawa, Ontario K1A 0N9 Toll free: 1-888-222-2592 Website: https://www.otc-cta.gc.ca/eng/fly-smart

U.S. Department of Transportation

Aviation Consumer Protection Division, C-75 1200 New Jersey Ave, SE Washington, DC 20590 Website: https://www.transportation.gov/airconsumer

COVID-19 / Coronavirus

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