You may be entitled to compensation pursuant to the Air Passengers Protection Regulations, if the conditions of eligibility apply:

  • You were on a Swoop operated flight flying from, to or within Canada
  • You were informed 14 days or less before the departure time shown on your original ticket that (i) your flight was cancelled or (ii) the arrival at your destination would be delayed
  • The arrival delay at your final destination is three hours or more from your scheduled time of arrival
  • Your flight was delayed or cancelled for reasons within Swoop’s control
  • You’ve received a refund for a delayed or cancelled flight and may be eligible to receive compensation

    Situations surrounding flight disruptions can be complex and have multiple causes. Carriers are required to inform you of the reason for a flight disruption. Please be aware that the reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received

    *Please submit one claim form for each passenger per direction of travel. In the event there are multiple flights on a single direction of travel, only one form is required for that direction.

    Compensation amounts are based on the length of the delay:

    Length of Delay and Compensation

  • 3 to 6 hours $125.00
  • 6 to 9 hours $250.00
  • 9 hours or more $500.00

    After completing the form below, you can expect a response within 30 days. Payment for approved claims will be sent to the email address provided, with options for how you can receive funds electronically.

    Please ensure the information entered below matches the details on your booking exactly. Refer to your booking confirmation email to confirm the details on your booking. Forms submitted with incorrect information cannot be processed.

    Please note, once the below form has been submitted a copy of your submission cannot be retrieved again at a later date. In the event you need a copy for your records we encourage you to take a screenshot or a photo on your mobile device before clicking Submit.

    Please fill out the form below once for each individual traveller per direction of travel. In the event there are multiple flights on a single direction of travel, only one form is required for that direction.

  • Swoop is proud to meet the standards of the Canadian Air Passenger Protection Regulations. The Air Passenger Protection Regulations (APPR) provide requirements for carriers regarding standards of treatment, communication obligations, and compensation in certain instances when your flight is delayed, cancelled, delayed on the tarmac, or if you are denied boarding. The APPR also outline compensation requirements for lost baggage and guidelines for travelling with musical instruments and family seating. In certain circumstances, you may be entitled to certain standards of care and compensation.

    Please fill out the below form and eligible claims will be responded to within 30 days.

    Swoop is proud to meet the standards of the Canadian Air Passenger Protection Regulations. The Air Passenger Protection Regulations (APPR) provide requirements for carriers regarding standards of treatment, communication obligations, and compensation in certain instances when your flight is delayed, cancelled, delayed on the tarmac, or if you are denied boarding. The APPR also outline compensation requirements for lost baggage and guidelines for travelling with musical instruments and family seating. In certain circumstances, you may be entitled to certain standards of care and compensation.

    Please fill out the below form and eligible claims will be responded to within 30 days.

    Swoop is proud to meet the standards of the Canadian Air Passenger Protection Regulations. The Air Passenger Protection Regulations (APPR) provide requirements for carriers regarding standards of treatment, communication obligations, and compensation in certain instances when your flight is delayed, cancelled, delayed on the tarmac, or if you are denied boarding. The APPR also outline compensation requirements for lost baggage and guidelines for travelling with musical instruments and family seating. In certain circumstances, you may be entitled to certain standards of care and compensation.

    Please fill out the below form and eligible claims will be responded to within 30 days.

    Please report delayed baggage to a Swoop airport agent upon arrival or within 7 days, who will then create a delayed baggage report. Once that is done, fill out the below in full and attach the baggage report

    Should you incur out-of-pocket expenses for a delayed or damaged baggage incident within our control, you may submit a request to Swoop for reimbursement. Swoop will review requests for reasonable expenses that qualify within our guidelines and supporting itemized receipts will be required. If approved, a reimbursement will be sent to the email address provided, with options for how you can receive payment electronically. Our general guidelines are:

    • Interim expenses: The recommended amount is up to $100 CAD/USD for the first 48 hours while your bags are delayed. After 48 hours, we recommend a further $150 to a total of $250. This does not limit or reduce the passenger's right to claim damages, if any, under the applicable convention or under the law.

    • Perishables: Swoop will not be held liable for spoilage resulting from the delay in delivery of any perishable items.

    • Swoop does not reimburse expenses for dangerous goods, cellular roaming charges, missed entertainment /sporting/excursion events, lost wages or missed connections to non-partner airlines or cruises

    If this form is completed by the travel agent or travel arranger on behalf of the travelling guest, all information provided must contain the traveller details in full. Refunds will only be addressed to the travelling guest. For further detailed information please see section Rule 120 of our domestic tariff: Limitations of Liability.

    In line with guidelines set out by the Air Passengers Protection Regulations, you may be entitled to compensation for the interruption in your travel plans.

    Please fill out the form below for each individual traveller if:

    • You were on a Swoop-operated flight flying from, to or within Canada
    • You were informed 14 days or less before the departure time shown on your original ticket that the arrival at your destination would be delayed
    • You've received a refund for a delayed or cancelled flight and want to receive compensation for the inconvenience
    • Your flight was delayed or cancelled for reasons within Swoop’s control

    If your delayed or cancelled flight was not with Swoop, the airline who operated your flight will be best equipped to deal with your claim.

    Payment for approved claims will be sent to the email address provided, with options for how you can receive funds electronically.

    All travellers over the age of 18 must submit their claim separately. Third parties are required to provide a letter of authorization to submit on behalf of a traveller, please attach your letter below if required.

    Send us a message

    Post-flight

    Should you incur out-of-pocket expenses for a flight delay or cancellation within our control, you may submit a request to Swoop for reimbursement. Swoop will review requests for reasonable expenses that qualify within our guidelines and supporting itemized receipts will be required. If approved, a reimbursement will be sent to the email address provided, with options for how you can receive payment electronically.

    Our general guidelines are:

    • Hotel costs: in situations where Swoop was unable to secure a hotel room, or you did not accept the hotel re-accommodation option Swoop has offered (and you book your own hotel), Swoop will reimburse you up to $150.00 CAD ($200.00 CAD for non-Canadian destinations) per night/per reservation. In-room movie costs, tips/gratuities and long-distance telephone charges will be excluded.

    • Meals: in the unlikely event meal vouchers mentioned above are not available during your controllable delay, we will reimburse you to a maximum of $30 CAD per day/per guest. Alcoholic beverages and tips/gratuities will be excluded.

    • Transportation: if transportation was not available by Swoop, we will reimburse the cost incurred for transportation between the airport and the hotel. Tips/gratuities will be excluded

    • Swoop does not reimburse expenses for cellular roaming charges, missed entertainment /sporting/excursion events, lost wages or missed connections to non-partner airlines or cruises

    If this form is completed by the travel agent or travel arranger on behalf of the travelling guest, all information provided must contain the traveller details in full. Refunds will only be addressed to the travelling guest.

    For further detailed information please see section Rule 90 of our domestic tariff: Services provided during controllable delays or cancellations.

    Please note, once the below form has been submitted a copy of your submission cannot be retrieved again at a later date. In the event you need a copy for your records we encourage you to take a screenshot or a photo on your mobile device before clicking Submit.

    Pre-flight
    Post-flight
    Lost / Found or Damaged/Delayed Item
    Feedback
    Submit Receipt or Request Insurance Letter
    Canadian Air Passenger Protection Rights