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 checked bags, one carry-on and one personal item. Each traveller is permitted one free personal item, such as a small backpack, purse, or laptop bag that fits under the seat in front of you.  For all carry-on and bag fees click here

How do I select a seat? 

You can purchase a seat when you initially book online at, or you can also purchase at manage my booking, or online check-in. If you don’t select a seat, we will assign you one for free at the time of boarding. 

Tip: purchase your seats early when originally booking your flight for the best availability. 

What is your cancellation policy? 

Cancellations are permitted only within 24 hours of booking if you're more than seven days from departure. Credit is not offered and tickets are non-refundable and non-transferable. This allows us to stay in line with the ultra low-cost business model we follow.

If you want to cancel one or more passengers on a reservation within 24 hours of booking, please log in to manage my booking to cancel and re-book at no cost. Otherwise, our standard cancellation policy and change fees will apply. Change fees are non-refundable.  

How do I get my boarding pass? 

Your boarding pass will be available after you check in online or in-person. You can check in within 24 hours and up to 1 hour before your flight with your reservation code.  Check in here.  

When do I have to check in for my flight? 

You can check in on our website 24 hours before departure until 1 hour before departure. 

If your flight leaves in less than 1 hour you need to check in at the airport. Airport check in opens three hours prior to departure. View our handy guide for when to check in here 

Can I bring a service animal on board?

You bet. Qualified service animals are welcome onboard. See here for more information and how to let us know

I missed my flight; do you provide credits? 

No credits or refunds are given for missed flights or optional fees including baggage, seat selection, and advanced boarding. 

What does ModiFly include? 

ModiFly allows travellers to make a one-time change of time and/or date per flight direction. Name changes, location changes, and cancellations are not permitted. Log in to manage my booking using your reservation code and last name. Click here for more info.

I just received an email saying my flight has been cancelled, what do I do? 

In this rare situation, please standby for more information. A follow-up email will be sent with further directions and options in manage my booking. You can be sure that we are working around the clock to address any issues. 

Where's my confirmation email?

Be sure to check your junk mail or spam folder as sometimes messages can end up in there. Your work email may also have settings that filter Swoop's messages. Please check your email settings and ensure that Swoop is able to send messages to your inboxes. 

Still can't find it? Head to My Bookings to enter in your reservation code and last name.  Click "find my booking" and you will be able to see all of your itinerary details. You can also talk with our digital assistant Donna to retrieve your itinerary.

How can I book with Swoop?

Book your next flight or Getaway with Swoop - online here!  

Manage your trips, check in, get your boarding pass all in one convenient place.


Happy travels!