Swoop Airlines, a former Canadian ultra-low-cost carrier owned by WestJet, ceased operations on October 29, 2023, with its services integrated into WestJet’s fleet. Although Swoop no longer operates as a separate entity, its missed flight policies, as outlined in its terms and conditions and the Canadian Air Passenger Protection Regulations (APPR), may still apply to bookings made before the integration. Below is an overview of Swoop’s missed flight policy, based on available information, for reference. For current WestJet policies, visit the WestJet website.
No-Show Policy
If you missed a Swoop Airlines flight without notifying the airline at least one hour before departure, you were considered a "no-show." This typically resulted in the forfeiture of the ticket value, as Swoop’s fares were non-refundable and non-transferable. Unlike some airlines, Swoop did not charge a specific no-show fee, but the ticket value was lost.
- Notification: To avoid no-show consequences, you needed to contact Swoop at least one hour before departure via their Customer Service, website, mobile app, or airport counter. Prompt notification could allow rebooking options, though new tickets were required.
- Fees: No-show passengers forfeited the ticket value with no credits or refunds offered. Rebooking required purchasing a new ticket at the current fare, with no additional no-show fee applied.
- Impact on Itinerary: If a return flight existed, it was not automatically canceled, but you needed to purchase a new outbound ticket to maintain the itinerary. If you chose not to purchase a new ticket, the return flight could be canceled with a fee deducted from any refundable portion.
Rebooking Options
If you missed a flight due to reasons within your control, Swoop was not responsible for missed flights or onward travel. Rebooking required purchasing a new ticket, subject to availability and fare rules. Changes could be managed via the Swoop website under Manage Booking, mobile app, or airport counter. Additional details include:
- Change Fee: Swoop’s standard change policy allowed flight changes three days or more before departure with a fee per passenger per segment, plus any fare difference. Changes within three days of departure were not permitted, requiring a new ticket purchase.
- ModiFly Option: If you purchased the ModiFly add-on at booking, you could change the time or date of your flight once for a reduced fee, subject to fare differences. This did not apply to missed flights but could prevent no-shows if used proactively.
- Fare Difference: You were required to pay any difference between the original fare and the new flight’s fare. No refund was provided if the new fare was lower.
- Standby: Swoop did not explicitly offer a standby policy for missed flights. If you arrived at the airport shortly after missing a flight, rebooking on the next available flight required a new ticket purchase, subject to availability.
If you missed a connecting flight due to a delay caused by Swoop, and both flights were on the same booking, the airline would rebook you on the next available flight at no additional cost, as required by the APPR for large airlines. They could also provide meals, accommodation, or transport for significant delays within their control. For separate bookings, Swoop was not responsible for missed connections, and a new ticket purchase was required.
Compensation and Refunds
Refunds or compensation for missed flights were limited due to Swoop’s ultra-low-cost model:
- Non-Refundable Tickets: All Swoop fares were non-refundable and non-transferable. Missing a flight resulted in the loss of the ticket value, with no credits offered.
- 24-Hour Cancellation Rule: You could cancel within twenty-four hours of booking for a full refund, regardless of fare type, if the flight was at least seven days away, per U.S. and Canadian regulations. This did not apply to missed flights but could prevent no-shows if you anticipated missing the flight.
- Airline-Caused Delays: If you missed a connecting flight due to a Swoop delay within their control (e.g., mechanical issues) and arrived three or more hours late, you could be entitled to compensation under the APPR for flights within, to, or from Canada, or EU Regulation 261/2004 for flights departing from the EU, ranging from one hundred twenty-five to six hundred euros, depending on flight distance. Compensation required submitting a claim with booking details and receipts.
- Airport Taxes and Fees: If you missed a flight, you could request a refund for taxes and fees, regardless of ticket type, as part of a cancellation refund, processed to the original payment method.
- COVID-19 Exceptions: During the pandemic, Swoop allowed cancellations without fees if passengers tested positive for COVID-19 or if services were disrupted due to travel restrictions, offering full refunds or rebooking options.
Steps to Take if You Missed a Flight
If you missed a Swoop flight, you were advised to follow these steps:
- Contact Swoop Airlines immediately via their Customer Service, Manage Booking portal, mobile app, or airport counter to explore rebooking options, typically requiring a new ticket purchase.
- Review your ticket’s fare rules on the Swoop website under Manage Booking to understand applicable fees and refund eligibility.
- If the missed flight was due to an airline-caused delay, submit a compensation or refund request via the Swoop website’s claim form, providing your booking reference and supporting documents like receipts.
- For tickets purchased through a travel agent, contact the agent directly for changes or refunds, as verification was required.
- Check in online twenty-four hours to one hour before departure, as check-in counters closed forty-five minutes before domestic flights and one hour before international flights, and boarding closed fifteen minutes before departure.
Additional Information
Swoop Airlines merged with WestJet on October 29, 2023, and no longer operates as a separate entity. For bookings made with Swoop before this date, the above policies may apply, but for current travel, WestJet’s policies govern. For flights departing from the EU, if you missed a connecting flight due to a Swoop-caused delay and arrived three or more hours late, you could be entitled to compensation under EU Regulation 261/2004, provided the delay was within the airline’s control. Compensation was not provided for extraordinary circumstances like weather or air traffic control issues. Customer reviews on platforms like SKYTRAX and Reddit highlighted frequent cancellations, delays, and poor communication, with passengers reporting issues like unnotified schedule changes, difficulty contacting customer service, and challenges obtaining refunds or rebooking assistance.
