As of November 21, 2020, it is mandatory for all travellers flying to Canada to submit their COVID-related information digitally through ArriveCAN app.
Before you board your flight, you must provide your:
Download the app: Google l Apple
OR
Enter your information online: Web
For more information visit here.
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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:
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:
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:
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.
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
