Scoot Discussion

27 July 2015 08:07:00 Michel Ktitareff

Hi there, My name is Michel Ktitareff On Friday, July 24, I flew in biz class from Sydney to Singapore, TZ 1, (booking reference: A2CKKV). The evening before I tried to check-in online because I wanted to buy in advance for a second bag I carry when I travel. I couldn't not, my flight number was not on the list for online check-in. At the airport, on the business counter, your representative was not cooperative at all and she charged me more than ...$300 for this second bag. It's not only outreagous but also unfair since I really tried to pay in advance for this bag. I expect you credit back my Amex card for at least $250. Of course I am available on my cell phone if you need confirmation for this story or other info to credit back my card: +1 415 260 0590. For my business I travel all around the world, all year long, allways in biz class, I have never been treated like that. I hope Scoot will not become the first airline I will never fly again with. Thanks in advance Regards Michel Ktitareff

22 July 2015 04:07:00 Guest

For everybody who is flying with Scoot. Watch out for what would happen to you if your luggage doesn't arrive at your destination. I flew from Taipei to Gold Coast on 18 Jul, transiting by Singapore. When I arrived in Changi Airport in Singapore, I went to the transfer desk and I had to pay 40 Singapore Dollars to have my luggage transferred. They stamped my luggage ticket and guaranteed that the luggage gonna arrive in Gold Coast with me. But still when I arrived in Gold Coast my baggage wasn’t there. So I filled up a form to report my lost luggage and was told that they gonna contact me everyday even if my luggage doesn’t show up. Just bullshiting. They never contacted me, and when I try to call then go right into answering machine. So I went to internet to find out other phone number I could call. I found “their Singapore number”, and when I call there, nobody answer too and go to SATS baggage handling department answering machine, IT’S NOT EVEN THEIR NUMBER. So I tried sending a e-mail, nobody answer too. After that I went to their fan page in Facebook and explained my situation and said that the number in Gold Coast don’t have anyone to answer. And what they do? Just give me the Gold Coast number and say try this one. They just don’t care about what are you saying to then and about their costumers. So you are warned next time you fly with is company, they just don’t care.

19 July 2015 01:07:00 Alana

i had my money returned by Visa when i complained about Scoot's predatory and unreasonable terms. They had denied me boarding because i was " late". Complaining to Scoot is pointless. Complain to Visa. It works.

16 July 2015 06:07:00 Guest

I have been referred by Scoot to forward my complaint to SIA in regard to a case of dishonesty and utter lack of integrity from the Scoot customer service. I have purchased air tickets from Scoot and there has been a change of the return flight tickets after the sales. As such, I called up its customer service to check what options can I have since the change would affect my trip plan. 2 options were given - either to reschedule my return flight 7 days later for free of charge or refund me in the form of voucher valid for 6 months. Initially, I had requested the option of having the voucher and its service manager, Olive, assured me that this was possible. To my dismay, this option was removed. I then contacted the customer service several times and even spoke to another manager (John) and was told them only the first option was viable - to reschedule my return flight free of charge. Today (16 Jul 15), I called the customer service again and was told to pay additional 2k just to reschedule the flight. This has become a joke because it is a total change of treatment. Apart from this dishonesty, I wanted to speak to the earliet 6 customet officers and the reply to me was that they are no around at the same time and no manager is on duty today. Sounded like a complete lie. I have decided to take this mattet to the CASE, SIA management and the press (whom I have contacy with). I think the Internet news about Scoot speak a lot about its service but never have I expected that it is turning into a case of dishonesty. While I may end up losing thousand dollars, its name will continue to drag through the mud through word of mouth. I believe in the standards and definitely the way SIA conducts its business honestly and with integrity. Hope something can be done.

14 July 2015 06:07:00 Guest

To: The senior management and public relations Officers Scoot Airlines as a subsidiary of Singapore Airlines Singapore – Singapore Island. As I sit at my desk here, at the Roxy hotel after an unplanned three day Singapore stop over (continuing) feeling prosecuted and perplexed at the treatment I received. Beginning on my arrival last Saturday 11th July 2015. Myself and my wife because of the action and decisions made by senior management at Scoot / Singapore Airlines, Airlines House Changi Airport on that evening have course a snowball effect which is affected us both and trouble us greatly. The snowball effect has now cost me personally just under AUD$1000 together with the loss of an airfare add another $1000 and on top of that the cost of the hotel, meals, taxis, and phone calls. In addition to what’s happening in Singapore, my pre-book accommodation on the Gold Coast on Australia is so far cost me $300 for no show as it was book through Agoda. Also my Australian vehicle delivered to the airport still sitting at Gold Coast city airport at rate of $35/day and remains there this point. As you all are well aware there’s a Volcano interrupting in Banyuwangi - East Java and Ngurah Rai airport closed 09th July 2015 and open at 10th July 2015 approximately 12.00. Our scheduled flight which I had an email from was due to depart at 17.40 out of Denpasar. I received an email stating at 16.00 hours that this was the case. However I did spend $60 on Skype phone calls earlier in the day trying to contact Scoot and let them know our situation, and of course I couldn’t get anybody except undertrained, poorly tutored and ridiculous young girls in the Philippines who read script of a sign board and useless. So having arrived at Ngurah Rai we did depart1,5 hrs late. We arrived in Singapore Changi, we were told immediately that the Scoot flight which your advertising and phone diatribe states are always on time had been rescheduled for 23.55 hours, this is done because of insurance , reasons you leave late but tell people your never late this negates any insurance claims for delayed flights …. we were escorted by ground staff through the terminal, through immigration, to baggage and indeed through immigration and to Scoot check in counter wh ere we arrived approximately 21.45 hours MORE THAN 2 HOURS BEFORE THE FLIGHT DEPARTED an I have our however contacted my barrister in Brisbane and let him know about this situation, with a full copy of your terms and conditions of carriage and I also told him that there is evidence that Scoot sold our seats we’re at the check in counter prior to two hours before the flight had departed the seats had been sold not only for myself or my wife but some other guests as well, we were told firstly when we arrived there’s no problem getting on the flight and after the manager called a senior staff member at Airport House they told us that there will be no refund no rebooking and dropped us in to the dirt with no recompense what so ever. I find this disgusting despicable unprofessional and this matter will be going to court all charges that I’ve incurred will be brought up and presented in court and I will be wishing to get compensated every single penny including the loss of the airfare which tomorrow was supposed to take us to Port Vila in Vanuatu, which is wh ere I have to pick up my yacht, I’ve now lost that airfare as well. I’ve also lost my immigration fee for my wife as she’s an Indonesian, and I won’t be able to pick up our yacht to sail to Australia so I’ll be up for two months yacht fees which is another $1000 and all this will being billed to Scoot Airlines and I have the receipt and records for everything. . I And there’s only one way to go now, and that will be down because if you threat your customers like this you won’t have your customers for very long. This information will also be promulgated to Social Media, The Australian ACCC, Corporate corruption Committee, The Ombudsman and fare trade commission. Kind Regards, Mr and Mrs. Peter G Fletcher.

12 July 2015 03:07:00 Guest

what a joke this airline has become ive just cut up my kris flyer card, they have no accountability whatsoever at all, there customer service robots are a joke in the phillipines, we arrived last night from bali after delayed flights with airasia scoot to the goldcoast had been delayed 1.5 hours and we made it to the departure checkin 2 hours before the flight s was due to depart some other people were there that had confirmed seats , scoot had already sold them and so had no room they made us stand there for an hour then said bad luck no rebooking and no refund we lost 1100$ stranded at airport then to a hotel in singapore and looking to pay for more flights see you in court scoot you wankers are there any laws governing these people. they should be in jail, there doing it because they can get away with it unbelievable

23 June 2015 03:06:00 Guest

2 round trips with Scoot and enough. First of all I have to say that I do appreciate the fact that not all staff are as unprofessional. However the few instances are enough to tell how the airline is operated and the many areas of improvement it has to make. Lost our food orders and despite our enquiries when we saw meals delivered to passengers around us even for the same food. Staff did not seem to be aware of the situation exvept to tell us it will.come in 15min. Finally they realised they had lost the order and food came 1.5 hour after we placed our order and when the rest of the guests were already resting. Redemption of SQ mileage - never try that. Call center does not listen to customers' problems but just repeating their standard protocol replies. When asked to speak to manager, the lady rudely replied whoever I talked to, the answer will be the same. There is no empathy at all. It is unbelievably rude. Admin sucks. Took weeks to rectify simple name issue and to think that I have to travel in a week's time so I can travel with my family, this is causing a lot of anxiety for me. The SQ staff has been very kind to assist me to send them reminders daily. On board wifi was slow and on one flight I was even told that it was not working at all. So dear scoot pls kindly refund the necessary and pls don't let your customer take the brunt of it all. Pls listen to what your customer really wants, be empathetic and polite. This is what service is about. Pls also do not suggest we take your voucher for another unpleasant experience. Our family has decided this will be our last with your airline.

17 June 2015 07:06:00 Guest

2 pieces of luggage lost! Perth to Sg - baggage lost. Sg to Perth - baggage lost Same trip, same ticket, baggage failed to show up.

07 June 2015 11:06:00 Anxious

I would like to know if is there any way i could get a refund for my trip as im stil schooling and i need to cancel my flight. I currently have no cash and i need that money back urgently.

04 June 2015 10:06:00 Guest

Do not just complain take action in the Consumer Affairs Tribunal of your State . Even if you do not win it is soothing to know that you are not just a worm , a little fellow of no importance who can be trampled with impunity

04 June 2015 10:06:00 Guest

Came to airport 3 june on time Talked to checkin clerk Made her aware I had a bike with me Boxed bike came back Counter closed Went upstairs to engage Scoot . No Scoot . Allcare Office looks after Scoot. Door locked to keep people like me OUT. Rattled door , time running out. No way says the mealy mouthed Scoot representative . Much Corporate Speak which when translated into Standard English meant "Drop Dead, we have your money . Go away, little man" May be pointless but will take case to Consumer Affairs Tribunal . No way I accept treatment like that from the f***ers.

25 May 2015 05:05:00 P brown

just booked a Sydney Singapore return flight with Scoot after a recommendation. Only to be charged $60 for a blanket, pillow and mask on both the flights. Only trouble is that I did not require these so I had unchecked them when I was making the online booking. Trying to make a complaint by email, not a chance there no email address available. Beginning to think I know the reason why. Come on scoot surely you can get a booking system that works properly, s also couldn't get the meal right. Hope the flight will be better

22 May 2015 02:05:00 Sanjay Dhar

Urgent: I booked ticket from Gold Coast to Dhaka via Singpaore on 24/05/2015. The ticket did not come via email or the confirmation page did not come. But the fare was deducted from my bank account. How do I get my ticket to print it as I need it to show to immigration to reach Australia and then continue journey from Gold Coast to Dhaka. Flight: TZ5. Name: Sanjay Dhar DOB: 31/08/1967 Email: sjdhar@yahoo.com Cell: +64211464577 Please urgently reply. Regards, Sanjay Dhar

07 May 2015 06:05:00 Nick

Beware of flying Scoot apart from the fact that are the only airline that close flights an hour before departure, and do not allow online check in. Okay I can live with that. But what I cannot is their upgrade bid service. I initially bid for both ways and get upgraded on the way out. I therefore went online again and cancelled bid to be upgraded on the way back. Arrive at airport for retuen leg and told I am still flying business I have a long conversation and the result of which is I fly economy. Get back see I have still be charged. Phone Scoot no problem we will refund. A week later nothing, re-phone sorry Sir this has been esculated we assure you we will call you on return ref no is etc. Surpise, surprise nothing again. I call today, caller initally reads the notes, click drops the call. I call back. Yes Sir we refuse to refund, no appeal. Can I speak to Supervisior, "Supervisor only works in three hours" In conclusion you may think you are getting a good deal with Scoot but you are not, everything is extra this is the first and last time I fly such a awful airline. They outsouce everything also so the Customer service staff and even check really don't give a dam as they are nothing to do with the airline. Nor would they want to be they will be bankrupt shortly the way they treat their customers. I felt sorry for the check in staff as they actually said they hate working with the airline as it is such an awful outfit!

19 April 2015 07:04:00 GuestMarjan Braun

The fee of a$ 31 to cover processing Fees is unjust, other airlines charge far less 3 and 4 $A. Can you please explain the reasoning, as it leaves a bad taste in the mouth

19 April 2015 07:04:00 GuestMarjan Braun

Not happy at the processing fee for credit cards $A31 is outright robbery, when other airlines charge less than $A4

08 April 2015 05:04:00 Booking ref Z6H37M

This is the first time I have made a booking with Scoot. I booked four tickets for my family fr om Sydney to Singapore last night. I went through the pages till the payment page wh ere I was looking for a safer option to make my payment such as paypal. However, the only option I could pay was using my credit card - which I was reluctant to and did it anyway. After I entered my credit card information. The page which followed after that had my bank icon and it requested me to enter my password which I use for banking. The message on that page say that my password will not be shared , it is use only to verify my payment? Of course I didn't fill that in, then it went back to say that choose another payment option and the page froze. After a few minutes, I received a confirmation email from Scoot for my booking and payment has been taken out of my credit card. I would like some clarification to what that was all about , If this was some one who was trying to get into my account. I urge Scoot to look further into this matter and to find out who it was.

03 April 2015 10:04:00 Mrs Ravindrarajah-Traveller on 03/04/2015

I bought 3 tickets for the journey from Sydney to Singapore and return too. We have another sector to fly from Singapore to Colombo and return by Emirates. I contacted Scoot team regarding the Baggage transfer and pleaded to help to do the transfer of baggage automatically to reach to Colombo. Scoot and Emirates does have the inter transfer agreements and passengers like us we want our baggage to be the final destination. We are disappointed. If Scoot can atleast do some arrangements to make internal transfer from Colombo to Sydney during inbound travel on 17th mid night, we would be appreciating Scoot and Emirates. I can be contacted +61458563434

02 April 2015 03:04:00 Guest

Do not use this airline unless you want to get ripped off. They don't care about you at all. Good luck if you like to * money.

17 March 2015 04:03:00 Caro

Scoot lost my bag as well. Paid $80sgd to get it put on our connecting flight, my husbands bag arrived but not mine. Now I am stuck for nearly 2 months with no clothes, no medication in a land where all the clothes seem to be made for size 6 Thai girls, not size 14 Australians. I spent our much anticipated 25th anniversary dinner in a 5 star restaurant with friends wearing thongs, Tshirt and shorts and did not enjoy the experience at all. Communications is completely one sided - they keep promising to get back to me and never do. Monumental fail by scoot and can not recommend them at all due to their totally unprofessional and uncaring attitude

04 March 2015 11:03:00 Tadeusz

Scoot is the cheap arm of Singapore Airlines. The first time when I flew with Scoot return fr om Sydney to Bangkok 5 years ago, they were better than many fully commercial airlines for a very cheap price. The service was good and the seats were comfortable. Since then I have paid for at least 16 trips for me and other people. Gradually Scoot have added on more costs, crammed in more seats, become less caring about their passengers and done many other bad things, including senior airline staff telling lies and customer service ignoring my emails and phone calls. If a customer has an illness or tragedy, Scoot have no compassion and will force you to purchase a new fare and will not let you change to another flight or issue a refund or credit. Flights fr om Bangkok to Sydney stop at Singapore at midnight for 2 hours where you change flights. Scoot have something called ‘Scoothru’ where you pay extra to have your luggage transferred automatically and you do not have to check in again. You can just relax at Singapore Airport and do some duty free shopping. Without ‘Scoothru’ you have go through Immigration, get your luggage, check in once more and then go through Immigration again. This takes about 2 hours, maybe more. The first time I used ‘Scoothru’ it was brilliant. They gave me both boarding passes at Bangkok and everything went smoothly. I just relaxed at Changi Airport, Singapore. iOn 26 February 2015 my trip from Bangkok to Sydney was a disaster: The taxi to the new airport location was twice the price as usual; costing me 800 Baht. Scoot were more difficult to find in the new airport because they now share check in counters with Nok Air Thailand and the signage is not clear. The good seats on the flight were mostly vacant but no free upgrades were offered to loyal customers, sick, elderly, injured and those with children etc. In fact, Scoot had to greed to hold an auction for the good seats to the highest paying bidder! This is one of the worst acts of greed I have seen. If all seats were not sold by auction, Scoot decided just to leave these seats vacant! Instead of issuing me with boarding passes for Bangkok to Singapore and then on to Australia, Scoot introduced a new arrangement for ‘Scoothru’. I only received a boarding pass for Bangkok to Singapore and then I had to check in again at a special counter in Singapore. I did not have to go through Immigration again and my luggage was automatically transferred to the new flight. In Singapore, the ‘Scoothru’ special check in counter was shared with 2 other airlines. The staff took an average of 10 minutes to process each new boarding pass. The queue was very long, only 3 staff were working, the area was not air-conditioned and in stinking hot Singapore of all places! There were no seats or water available. The elderly, sick, disabled, injured persons and crying babies (carried by parents) just had to wait and suffer. Many were afraid about missing their flight. Scoot gave no explanation or apology. They did not care at all. It took 2 HOURS to receive my new boarding pass and it was issued 15 minutes AFTER the advertised boarding time of the flight. There was still a long queue behind me and I hope those still waiting managed to catch their flight. When I boarded the plane, I explained what happened and complained to the chief Steward on the flight but he did not care at all and issued no apology. I insisted that he should apologise to all passengers but he refused. In fact he lied to me about how ‘Scoothru’ is supposed to work. Scoot did nothing in flight to care for passengers who were ill from the Singapore ordeal. They did not even offer some water. When we landed in Sydney we were delayed because the plane was inspected after 2 passengers reported being sick. Of course some passengers were ill after the ordeal in Singapore. I was personally sick for 2 days from dehydration and heat stroke because of the Singapore ordeal. Scoot just don’t care about their customers! In fact they are a health hazard!. If you want to be treated well, have a comfortable flight and feel safe about your health - use another airline!

26 February 2015 03:02:00 Mike Muru

To whom it may concern. On the date of 21st February 2015 at around 05:40pm, I was at the receiving end of some very poor service at Perth International Airport, at counter 4 from Scoot staff looks like female Chinese, for what was the second time in a matter of 2 weeks. On the said date, I had a family departing back to Singapore on Scoot Airlines (TZ 7). We had been quite sure that we were at the airport well ahead of the scheduled departure, as we already had an incidence with the same female Chinese staff member, denying entry to another family on their flight, even though they were already in-line, waiting for their boarding passes. She seems to be in a hurry to close counter and quickly rush to staff exit door. Which some of my friends have notice her while they were in the airport. This family however had made sure that their baggages were not in excess and that everything was in dimensions. They were given their boarding passes and given an all clear to proceed to the departure gate. This particular staff however, felt like she needed to have a say, and decides that one of the baggages was “too big”. There was a little commotion between the two staff, and the lady that assisted with the check-in told us we could go. I had recognised this Chinese lady and decided I would like to make a complain. For the most part, I believe airlines *require* all "customer-facing" employees to wear a company-approved name plate/name tag. Although I may be wrong in saying this I believe that it is more likely that the obnoxious employees don't wear name tags in an attempt to prevent being reported. Not only did this staff not have a name tag, she refused to disclose her name as she probably figured the reason as to why I required it. Instead, she talked to me very rudely, and told me that if I really wanted her name, I should ask the Federal Police. Her manager also came forward and said that her staff didn’t have to disclose her name if she didn’t wish to. She mentioned that due to security reasons, we are not allowed to give names to anyone, even if it’s for a compliment. That looks very unprofessional for a manager to say like that. Actually I personally saw most ground staff working in the airport was wearing their name tags on. I was quite taken aback by this statement and I was appalled at such behaviour, and I hope you would look into the matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events and behaviours of certain ground staff tarnish the company name. Is it true counter staff don't have to wear name tags. Even police officer and airport staffs wearing name tags, anything special about scoot ? Regards Mike Muru

26 February 2015 09:02:00 naulium

I tried to change my flight online and had an error message - which told me to call the contact center. I called and shared with them what happened. The operator told me that I could change my flight over the phone IF i wanted to. I asked if there is ANY additional charges if I were to change over the phone. She told me that if I am using the same credit card, there ill be NO additional charges. I said please go ahead and change for me. She then told me that she is doing a "final confirmation" with me - told me my new flight details and also the payment amount of S$144.10. I then asked her why is there a difference in what I see on my screen for the payment (S$114.10) and what she is telling me. She then said that she will send me the receipt which has the breakdown. I proceed to ask her about the processing fees and handling fees. Then she told me that to change my flight date online is S$90. But to change over the phone is $120. I then reminded her that I asked if there is ANY additional charges if I were to change over the phone. She told me that if I am using the same credit card, there ill be NO additional charges. She then went on and on and finally told me that the CHANGE HAS BEEN MADE when I DID NOT AGREE AT THE "FINAL CONFIRMATION" before the change because I KEPT asking her about the differences. She said that the change has been made and there is NOTHING she can do. I asked to speak to someone else and I was put on hold for more than 15 mins on my handphone. I used my landline to call the Contact center back and tried to explain my situation to another operator and asked him if I could hang up the call on my handphone and he said yes. While explaining to the new operator, SCOOT called me back on my mobile. The new operator hang on to the call which was on my landline till I was done with the operator on my mobile - I thank him after the call! The new operator which is the officer in charger told me that he will be sending the case details up to the headquarters for a review of my refund of $30. This was after he refused to refund me, tried to offer to use the $30 for other add ons during my flight which I do not need. I told him that the operator press the button WITHOUT my confirmation as I was still checking with her the differences in the pricing and I should not be paying the additional $30 for HER MISTAKE. I asked for him to email me what he will submit to the headquarters. Will see if he does email me and if he does get back to me within 48 hours as he has promised.

24 February 2015 07:02:00 yong mary

Does Scoot Airline have flights from KLIA to Pert in Western Australia?

23 February 2015 02:02:00 Roberts-Ong

Scoot lost my luggage, contacting them is of no use, it has been a nightmare. Its a disgrace to Singapore

06 February 2015 11:02:00 Rohan

Yes this needs to get out. It just happened to me today. I had an hour in transit and made it to Transit Counter E at Changi 45 mins prior to gate closing - with just a single carry on bag. She refused to print me a boarding pass saying the gate was closed. I visited the gate to try to get in directly (of course impossible). There was still about 80 people waiting to be X Rayed. The CAAS security staff there (the only helpful people anywhere in this whole stupid episode) said go out through immigration and try at the main check in counter. This Cherry Hua there refused saying it would delay the flight. They robbed me of SGD1923 for a ScootBiz flight to Sydney and back. This airline is engaging in poor business practices simply because it has a NO REFUNDS POLICY. The customer and the business are both screwed once staff start delivering a no care attitude toward boarding. Any "full service" carrier would have got me through. This airline is an blight on Singapore Airlines reputation. I'm taking this to CAAS, the Straights Times and the Minister in charge of transport in Singapore. It is tantamount to direct theft.

05 February 2015 08:02:00 Guest

this company should be investigated for there disgraceful lack of responce to costomers complaints. thieves .

05 February 2015 08:02:00 henry obrien

my son did the booking, i down loaded the intinery that said my fight was on the 5th dec to thailand , big suprise when i got to the airport 6am i was told that the flight left on te 4th ,phoned my son . he called they said they had tried to call him 4 times, got no answer so in there stupity they did not even put it on the email system which is common practice, i had to go back on the 6th and they maid me pay another 630 dollars and at singapore i had to pay another 40 dollars, when i got back to thailand i started to recieve cheap flight adds, how come i did not get imfo regarding flight changes, still no answer to my emails, no wonder its a one star company.

02 February 2015 05:02:00 Guest

I am so * last night when I try to book a flight on their so called promotion. Just when everything was ready, the web site hang and the promotion ends, Don't * your time on Tuesday's promotion from 7 to 9am, you will be played by them and * your time. They made you key into their most screwed up system. I wonder who design such horrible web site

16 January 2015 09:01:00 Guest

Airline is a disgrace. Do NOT bother with customer service, they do not care about you however wronged you have been and however bad the expereince and however much of your money they have stolen, and it is theft. Airline needs to be investigated and is slur on the Singapore Airlines name. Tried to book a return flight for my son, could'nt do this as due to his DOB meaning he was deemed a child on the outbound leg and adult on the return leg, their inept system will not let you make a return booking. So I rang them, spoke to several people, spend ages on hold, got rhough to someone with half a brain and was told to book 2 single trips, one ach way. So I did this, can then get hit with double the ticket price. So i rang them, explained what had happended, and they basically siad "tough" we cant help you, even though it was all their mistake. You might get a cheap flight and you might get lucky, but if you need service, forget it, using this airline is a leap of faith

13 January 2015 04:01:00 Guest

Trying to contact them for complaint is a nightware. Their website is for them to make $ and no customer support. We will at scoot counter 1 hours before flight and NO ONE at check in counter.......How to get borading pass????? Only flight take off then "contracted staff" accuse us of being late for 5 min which we challenge her to see the airport CCTV. She said we must be 90 min before flight but when I show her itineary that 1 hours is sufficient ....she say we are late and can complain scoot to get refund.......now no way to reach them and call them they said email or online submit claim which is NOT possible......Anyone has their CEO email or contact number? Maybe he also dont care about customer service......perhaps can consider small claim court?????

12 January 2015 10:01:00 Guest

airline is a joke, they have poorly trained staff in Manilla where they are taught just delaying and stalling tactics, Scoot website will take your money and not provide booking code making onwards plans difficult unless you are prepared to * two to three hours of your time and money on the phone, with the pencil pushers who make you go through circles. Probably shouldn't blame them, as they dont get any training and are paid peanuts. Organistion with Singapore, is a minium at best. All customer services are reduced to cut costs. They will try to always push you onto their phone service, rather than use mail or emai. It is true about having to upload screenshots, via the 'medical claim form'? If you have this problem, should just use photoshop than upload next time!

06 January 2015 07:01:00 hugh r kiddin

the web page change for scoot is absolutely stupid....all add ons included and difficult to find and change and must be done individually......click right /shift up/ click done click name/cancel or change. SMELLS OF DECEPTIVE MARKETING especially not including taxes and airport fees just to 1 rip off with add ons and 2 make fares look cheaper without taxes......until the total price is posted. Hello Air Asia or Jetstar

30 December 2014 03:12:00 leah

This airline oversold it's seats and so didn't let me on and have not given me my money back

16 December 2014 10:12:00 Sau Fung Szeto

I am writing to regarding my request on 30/11/2014, the Reference Number is #82270. I lost 2 pair of reading glasses on the plane, they are in black cover with label saying Specsaver. Would you please check it for me? You can contact me at the email bonniehk@live.hk or call me at 61-4-06127733

11 December 2014 11:12:00 Guest

I had recently made a booking for 2 pax with Scoot at a promotion rate @SGD20 each way using mobile app excluding taxes and had also opt for the option to fly with bag. The total amount turned out to be approximately $280 before I made the payment. However, the payment was made, the confirmation receipt reflected more than what it was reflected previously and my return flight has no baggage at all. So I called up the customer service and tried to explain to her the whole incident.(ie. there were errors on the mobile app and the processing fee was not reflected on the app while making the booking) However, the officer kept asking us to screenshot the whole process to proof that there was an error and as for the baggage, we were told that we would need to top up additional $56 (ie. $28 for each pax) for another 20kg. The officer was not being helpful. First, how to screenshot the entire process all over again where I have already made the payment and check out?? Second, the total amount for the entire trip is nearly $200 each pax. This is definitely not a promotion rate. I could simply book with other budget airlines which is definitely much cheaper. They did not help us to solve the problem at all. At the last resort, I asked for a refund but the officer said that the payment was not refundable. So, I asked to speak to the manager but we have been on the line waiting to speak to the manager for more than an hour and still counting. If I had knew that Scoot is such a screwed up, I would have screened shot everything! This is the first time booking with them and this was such a disappointment.

04 December 2014 11:12:00 Guest

Exactly, this airline's customer service is terrible. I have been trying to book a flight on their website for 6 hours and it is still stuck. Tried to call the hotline and twice they insisted I make a booking through the phone at exta $30!!! how ridiculous is that? I am not going to pay them extra for their faulty website! Terrible! Going to stick with AirAsia instead!

17 November 2014 08:11:00 Guest

Worst airline ever! Customer Service is bad till beyond words. Irresponsible. Am going to boycott this airline and sharing all the bad experiences to my relatives friends and colleagues. Not worth to take such an airline.

09 November 2014 02:11:00 Guest

Left my iPad on the plan travelling from Singapore to Sydney. Phone the contact number for Scoot within 2 hours of landing and got absolutely no help from them. Was also advised me to contact the lost and found in both Syndey and Singapore airports and of course no answer to any of the phones. Not a great experience using this airline for the 1st time.

02 November 2014 09:11:00 ong

i have booked tickets to taipei through fair hold by scoot which they didnt ker in full name.call them and was unable to slove the problem and unable to provide singapore address,Found out that they have the coustomer service in phillipine.what a disgrace to happen this in singapore

31 October 2014 05:10:00 Guest

Rebecca Seet : There is totally no customer service provided by Scoot Airline. Absolutely no professionalism in handling customers' request and feedback. They are terrible, inefficient and arrogant. I will tell all my relatives and friends to boycott this airline. The flight TZ 201 on 11Oct 2014 from Taipei to Singapore was delayed due to typhoon Vongfong in Japan. The flight supposedly took off at 3.30 pm was delayed till 8.55 pm. There was a announcement that there was further delayed till 10 pm. My sister requested for document for delay travel on 12 Oct 2014, there was no response from them. My sis was put on hold for a long time when she called Scoot hotline. When she managed to speak to the customer service officer, she was told to wait for reply. It took them two * weeks to response. We are furious with them for inefficiency. The time stated on the delay document was 8.55 pm instead the actual take off time at 10 pm. They never bother to check the flight record. The took such a long time to respond to us by providing inaccurate information. I am unsure if we could meet the deadline for travel insurance claim as we will proceed to start from scratch to get them to furnish us the delay document again. Hi Rebecca! I guess we were on the same flight? I tried getting Scoot to send me the letter as well. After a few calls to the hotline and multiple emails, i deduce that the call centre agent cannot do anything except to take down complains and forward to the correct department. I have requested for the delay confirmation letter multiple times and received 2 letters of the same departure time, 20:55 LT when actual departure time is 22:00 LT. There is no way my private travel insurer will accept 20:55 as it was only a 5.5hr delay (only delays more than 6hrs are claimable). Currently I have rejected their letter and awaiting for the accurate one. Hopefully we get them soon!

26 October 2014 04:10:00 sim

Oh they will cheat and said the departed scheduled for the delayed was 8.55pm instead of 10.00pm as what the actual departed time so that they dun have to compensate mah... we experienced it before... a cheater flight provider Rebecca Seet : There is totally no customer service provided by Scoot Airline. Absolutely no professionalism in handling customers' request and feedback. They are terrible, inefficient and arrogant. I will tell all my relatives and friends to boycott this airline. The flight TZ 201 on 11Oct 2014 from Taipei to Singapore was delayed due to typhoon Vongfong in Japan. The flight supposedly took off at 3.30 pm was delayed till 8.55 pm. There was a announcement that there was further delayed till 10 pm. My sister requested for document for delay travel on 12 Oct 2014, there was no response from them. My sis was put on hold for a long time when she called Scoot hotline. When she managed to speak to the customer service officer, she was told to wait for reply. It took them two * weeks to response. We are furious with them for inefficiency. The time stated on the delay document was 8.55 pm instead the actual take off time at 10 pm. They never bother to check the flight record. The took such a long time to respond to us by providing inaccurate information. I am unsure if we could meet the deadline for travel insurance claim as we will proceed to start from scratch to get them to furnish us the delay document again.

25 October 2014 06:10:00 Rebecca Seet

There is totally no customer service provided by Scoot Airline. Absolutely no professionalism in handling customers' request and feedback. They are terrible, inefficient and arrogant. I will tell all my relatives and friends to boycott this airline. The flight TZ 201 on 11Oct 2014 from Taipei to Singapore was delayed due to typhoon Vongfong in Japan. The flight supposedly took off at 3.30 pm was delayed till 8.55 pm. There was a announcement that there was further delayed till 10 pm. My sister requested for document for delay travel on 12 Oct 2014, there was no response from them. My sis was put on hold for a long time when she called Scoot hotline. When she managed to speak to the customer service officer, she was told to wait for reply. It took them two * weeks to response. We are furious with them for inefficiency. The time stated on the delay document was 8.55 pm instead the actual take off time at 10 pm. They never bother to check the flight record. The took such a long time to respond to us by providing inaccurate information. I am unsure if we could meet the deadline for travel insurance claim as we will proceed to start from scratch to get them to furnish us the delay document again.

11 October 2014 02:10:00 Angie

On the flight fr om Bangkok to Singapore, I was refused a cup to pour my own tap water unless I paid $4, which I found to be absurd. I'm currently on my 12-hour layover in Singapore (from Bangkok, flying to Perth, Aus). Upon check-in at DMK Bangkok, the lady was adamant that my bag was checked through to Perth. I told her multiple times that I didn't pay for the service and she insisted that they are putting it through for me. I was pretty happy about that. Until I get to Singapore - computers are down at transfer and after 2 hours of waiting in the disgusting & smelly lounge, they told me to come back in 8 hours. I try to find a spot in the airport to sleep, which is impossible at this point. After a few uncomfortable hours, I head back to transfer. They tell me that I need to collect my bag and go through customs. As it turns out, my bag was NOT checked through to Perth. I'm currently sitting at lost and found wh ere they are trying to locate my bag. This is by far the worst airline experience I've ever had. I will definitely be filing a formal complaint.

11 October 2014 02:10:00 Guest

Lost my baggage from Singapore to Gold Coast. Scoot assistance has been useless so far, no one answers the phone at Gold Coast, the customer support know only to say 'I am sorry' and 'we can't help'. I paid extra for baggage help only to lose my stuff. Despicable service

28 September 2014 06:09:00 Guest

This airline basically rob you. I made a booking, and there was an error on their website, and I was over-charged. Five minutes after receiving the confirmation email and the ticket, I called to have it corrected. But they refuse. It is simply stealing - no more and no less. Another incident that will be reported to CASE. If enough people report these numerous cases of theft, maybe something will finally be done. Really I don't know how Scoot Management sleep at night. It is also a bad reflection on Singapore, a country usually known for high standards of business ethics.

25 August 2014 04:08:00 Guest

Surprisingly, everywhere I read 90% of them were negative feedbacks. I just booked one way trip to Gold Coast but my aunty and her small kids bought return SG-GC-SG upcoming Sept. I wish luck will be on our side this time. And some sharing here, apparently Soot has been involved in dispute with CASE last year. Seems like the managements took it lightly. news.asiaone.com/news/relax/case-dispute...

24 August 2014 04:08:00 Guest

SCOOT is the WORST AIRLINE I'VE EVER BOOKED. HEARD ABOUT MANY REVIEWS BUT DIDN'T HEED THE ADVICES GIVEN AND BOOKED SCOOT FLIGHT, I REGRETTED. Requested for a refund for my flight due to my friend's grandmother passed away. they deducted $80 off for the insurance fee (which is not refundable so i'll suggest people who booking scoot airline DO NOT BUY THEIR INSURANCE, BUY FROM OTHER COMPANY) and then deducted more amount till the refund amount i got back was 1/3 of what i paid for. And FYI I called and asked scoot beforehand on how to process with the refund all they did was to tell me that "IT'S A THIRD PARTY WEB WE CANNOT DO ANYTHING PLEASE READ THE INSTRUCTION ON THE WEB ITSELF" and hanged my call. TOTALLY CONNING PEOPLE'S MONEY. SHAME ON SUCH BIG COMPANY. WITH SUCH STAFF MEMBER AND BAD ATTITUDE AND SERVICE.

18 August 2014 11:08:00 guest

It is quite frightening reading all these over negative comments. I cannot wait to fly Scoot and to experience all these negativity. I am not hoping for one, as there had also been some positive experience from other websites. Wish me luck.

07 August 2014 04:08:00 Guest

what kind of the customers services, keep calling and keep ask me to waiting to next available scoot team members. i already spend 1 hours to waiting their staff to answer my phone call, is it so call good services in Singapore?? if not enough staff please do hire more staff to answer the phone.