Helpful Hints

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

  • Top FAQs for Travellers

    For FAQs related to COVID-19 and updated policies, please visit here.  How many bags can I fly with?  You can fly with a maximum of four che...

  • What can I bring in my carry on?

    You’re gearing up for your trip and it’s time to pack your carry on! First off, decide what you will need to stay entertained, comfortable, and relaxed for ...

  • Travelling with your family

    Swoop’s ultra-low fares make it easy to bring your whole family on an adventure! Pack up and head towards the sunset – or at least to visit grandma – and ta...

Get in touch

Still can't find what you're looking for?

Chat with an agent

The best way to connect, 24/7

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

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:

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

Call: 1-587-441-1001 Daily from 8:00a.m. - 4:30p.m. (MT)

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:

U.S. Department of Transportation

Aviation Consumer Protection Division, C-75 1200 New Jersey Ave, SE Washington, DC 20590 Website: