As of November 2nd, Swoop has started to provide refunds to the original form of payment for eligible travellers whose flights were cancelled by Swoop due to the COVID-19 pandemic. We are proactively reaching out by email to travellers with eligible itineraries to provide some options. We appreciate your patience as we work through the administrative backlog.

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.

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 cancelled in March 2020 at the outset of the pandemic. 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 the Contact Centre?

We ask travellers to wait until they are contacted by Swoop as we are not providing refunds through the Contact Centre.

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).   


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.  

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