Swoop has started to provide refunds to the original form of payment for eligible travellers with flights that were cancelled by Swoop due to the COVID-19 pandemic.

We are contacting eligible travellers in chronological order of cancellation beginning with international and transborder flights cancelled by Swoop in March and April 2020.

Our 24/7 Traveller Support agents are reaching out to eligible travellers as quickly as they can and we ask travellers to wait to be contacted. We appreciate your patience as well as the respectful treatment of agents and fellow travellers who participate in our online communities and conversations.


For more information, please see the below FAQs:


How will you be reaching out if I am eligible for a refund? 

Travellers with eligible bookings will be contacted directly by Swoop via email.


How do you determine who is eligible?  

Swoop is providing refunds to original form of payment to eligible travellers with transborder and international flight bookings that were cancelled by Swoop, and domestic flights that were cancelled without an alternate flight option.

Throughout the COVID-19 pandemic travel within Canada has not been restricted and, in the cases where Swoop cancelled a domestic flight, we have often been able to offer another option.

This means that if your flight was cancelled by Swoop, and we offered you another option, your flight is not eligible to receive a refund. With that said, we understand that travel may not be possible in these extenuating circumstances and have accordingly offered travellers a credit, valid for 24 months from the date of cancellation.

If Swoop cancelled your flight, and there was no other option available to you, we will offer you a refund. If you have a credit for the flight that was cancelled, and it has not been used, that credit will be reversed into a refund. 


Why are refunds taking so much time?

It’s not quite as simple as ‘just a click of a button’. We’ve worked hard to streamline the refund process, but each refund requires manual review and processing by one of our agents.

Some of the criteria that need to be validated before processing are: 

•    Was the flight transborder, international or domestic?

•    Was the flight cancelled by Swoop, or was the cancellation initiated by the traveller?

•    Were alternative flight options offered by Swoop?

•    Has a credit already been issued, used or partially used?   


How big is the team working on refunds? Can't you just add more people?

You may have heard us call the team ‘small but mighty’ and it’s never been truer. Our airline, like many others has undergone significant workforce reductions. To maintain a viable business, and keep our fleet in the air, we had to regrettably say goodbye to more than 50% of our team. Although not ideal, many industries and businesses have had to undertake similar workforce reductions. Today, our traveller support team works around the clock to ensure we continue to deliver on the travel obligations we have to millions of Canadians. We sincerely appreciate your patience and understanding as we work through the backlog of eligible refunds as quickly as we can. 


Who will you reach out to first?

Eligible travellers will be contacted by Swoop via email in chronological order of cancellation, beginning with international and transborder flights that were scheduled for March 2020. Once international and transborder flights are complete, we will contact travellers with eligible domestic flights. 


Can I get my refund faster if I reach out to Swoop?

Refunds to original form of payment must follow a specific workflow for validating and processing. It is important that travellers wait to be contacted directly by email. Unfortunately, our traveller support agents are unable to initiate or process refunds over social media. We sincerely appreciate your patience. 


How long will it take to receive my refund?   

It will take us many months to process the refunds due to the volume of the cancellations. We appreciate your patience as our teams ramp up our capabilities to provide refunds at this scale.  

  

What if I booked through a different distribution channel?  

Travellers booked through a third-party will be contacted using the on-file email associated with the account. 

  

What is or is not included in the refund?   

Travellers with eligible itineraries will receive the value of their flights including base fare and ancillaries (baggage and extras). 


Can I get a refund on travel insurance?

Travel insurance is non-refundable, unless you cancel your Policy within 10 days of purchase provided it is prior to your Scheduled Flight and a claim has not been incurred. Please refer to your Policy or visit Flyswoop.com/traveller-insurance for more information.  

 

What if I accepted a credit and now want a refund?  

If you have an unused credit but your itinerary is eligible for a refund, you will have the option for a refund to the original form of payment.  

  

Are you refunding Swoop Getaways?  

If you booked a Swoop Getaway package that includes an eligible flight, you will be contacted about your options. For information on hotel cancellations please contact Expedia.  


For continued updates and to see where we're at in the process, please visit:


https://www.flyswoop.com/Refunds/