COVID-19 / Coronavirus
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We know what you are about to ask and we have you covered.
We know what you are about to ask and we have you covered.
Still can't find what you're looking for?
The best way to connect, 24/7
Meet Donna, our chatbot. She’s always learning and knows a lot about flying with Swoop. Available 24/7 with no waiting on hold, get the info you need following a brief conversation. She understands short sentences best and will help you out, but if she can't, she will send you to her human colleagues.
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, ask Donna, our chatbot. She knows all things Swoop!
Message usTo 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.
Swoop Contact Centre:
1-587-441-1001
Hours of operation
Daily from 8:00a.m. - 4:30p.m. (MT)
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