- Verified customer
Never again to fly with
Bad check in service. Crowded airport. My new Rimowa bag was badly dented. Travelled business class( Scoot plus). Awful service. Food was not bad. My advice, please avoid this airline. Flight delayed and took off after 2 hours. Stranded in the aircraft for nearly 2 hours without any entertainment.
Scoot - customer service tactics - BEWARE
I am sharing my experience with Scoot below so that others do not have to go through stressful times as I did.
When you call Scoot customer service and if they are not able solve your problem in 1st 5 min of your call, then below are the tactics they use to get rid of you,
- They (customer service staff) direct you to 3rd party website or agent even though 3rd party has nothing to do with that. An you will be in loop.
- They will put your call on hold for more than 15 minutes hoping you will go away.
- Sometimes they will pick the call after t...
- Verified customer
They rescheduled my sister's flight to Xi'an China by more than 2 hours later which means she'll arrive 1220am midnight on her own! Asked to release her from the booking and provide a full refund so she could fly with another airlines who can get her there at 10pm, at a time where the rest of the family will be there to meet her. Their customer service said no. Absolute no apathy. It should be made illegal for them to do this as people book the flight to get to the destination at a certain time. Never fly with them again.
Worst airline ever
Terrible airline. My partner asked to purchase some water to take her meds and was refused. Told it was a budget airline. I understand it’s a budget airline but then was told we couldn’t even purchase anything because they had no wifi. Will never fly again and I strongly recommend you don’t either. What a disgrace. Also they tell you that you can not bring any outside food or drink on board. So if I have to buy it then fine.. but at least give me the means to do so. What a joke
Worst travel experience ever!
We flew with scoot on a recent large group trip to Saigon to play rugby and it was honestly the worst experience ever.
The customer service level of the staff was poor to say the least with different people in our group being charged three different prices for a bottle of water. We were charged for the most basic thing and nothing was provided literally nothing other then your seat to sit in which was particularly cramped and the toilet you can use which was absolutely hygiene wise awful.
We were given change of Hong Kong dollars which was l...
- Verified customer
Worst Airline Ever - You Won't Believe What They Did To Us
Traveling to Singapore for just 1 day. Taking my wife’s parents out of the country to comply with immigration laws and then returning to Australia. Everything seemed normal, we booked online and entered all valid information including passport details and expiry… They took our money and everything seemed fine.
Arrived at the airport and Scoot airlines said I could not travel due to my passport only has 5 months before it expires.
Why did they not tell me this when I entered my passport expiry date onto their website when booking? ...I could have organised another one in time as we had months from the time we booked the tickets. They told me it is common knowledge and I should have known this and that it is in their contracts… Really? I would not let my father and mother in law travel alone as they are elderly so we lost 3 return tickets and accommodation totaling $3,824 due to the Scoot airlines incompetence. I tried but they will not come to the party, not even for a lousy single dollar.
Worst customer service
Avoid this airline at all costs. When I booked my flight in business class they advertised in-flight entertainment "Scootv" they have since removed this service claiming 30mb of data is a reasonable substitute. That's right , 30mb of data which is barley enough to stream one song.
Forget , any further assistance they will just brush you off like a nobody.
Treated disabled wife like dirt
Paid for seats with extra legroom due to wife's disability and seats together, as I'm wife's primary carer. Told at checkin at Singapore we can't have the seats we paid for. Then told we can't sit together. I asked if we could get seats together, only to be told to ring customer centre. I asked they could ring them and was denied. After pleading gave us business class seats, but would have to sit with aisle between us. We then asked for a wheelchair and they said we can't have one, yet we were given one at Phuket. We get on our flight, sit in b...usiness class and notice it is nearly empty. Just before we are about to leave, in rushes the checkin attendant who forces us out of our seats, grabs our overhead luggage and throws them in economy section. I tell him my wife needs my help and we need to be together. He says, give me two hundred dollars each and you can stay. We refuse and we are seated seperatly. Once in the air, I asked the flight attendants there are plenty of biz class seats, but was denied. My poor wife spent the flight in pain with little legroom and had anxiety attacks because I was not there to help her. They showed no compassion towards the whole ordeal. Paid for seats I never got and got treated like rubbish. Shame on you scoot.
- Verified customer
Not even worth 1 star - 4 months since cancellation and still no full refund
Booked a flight with Scoot 6 months in advance. Couple of months after the booking was made, I received an email from Scoot notifying that they don't fly to the booked destination anymore, and offered to cancel the booking and provide full refund. I filled out the relevant forms for direct credit and submitted it back to Scoot straightaway. As per initial confirmation from Scoot, the refund payment could have taken up to 8 weeks (which itself is a ridiculous amount of time). I patiently waited for 8 weeks and there was no sign of refund. After ...multiple calls and several false promises from Scoot, I finally received a part refund in about 3 months since the cancellation. 4 months from booking cancellation and I am still waiting for receiving the remaining part of the refund (which is to be in form of voucher originally used for the booking). Every week when I call them, they keep repeating the same story that it's under process / being escalated / should receive by next week. This is just atrocious. I am considering my options w.r.t reporting this matter to consumer protection.
Never held accountable for mistreating people and poor customer service
Ive traveled with scoot many times and I understand this is a budget airline and there are many things that are not great about their services even as a budget airline. but the worst thing, in my opinion, about this airline is that because it’s a cheap option, they feel justified to mistreat people.
This is one example out of many: I was unable to do check in online, and I have no idea why because no information is provided. I show up to the airport, there is a huge line because there are only 2 counters open, and there are 3 staffs there doi...ng nothing just watching their phone. I tried to approach them asking if we have to wait in such a long quote even if we don’t have any luggage with us (I actually waited for 2-3 mins with a big distance behind the counter until one of the attendants made eye contact and then asked the questions). She was really not trying to be helpful and wanted to get rid of me saying it’s my fault I didn’t check in online. “But I tried and couldn’t, Can you explain why?”, with a really bad tone she said “I don’t know what is the issue with your device, lots of other people could!!” So I just said “that’s not helpful but thank you” and walked away while I heard her saying “and you’re rude and shouldn’t be helped!”” Excuse me?? The whole time I didn’t changed my tone, I didn’t ask for something unreasonable or said anything rude to you. just asking if people without luggage should also wait in line and trying to understand why we couldn’t check in online. And that’s not the worst I’ve seen. Try being a person of color and you'll see a real attitude from them. Scoot staff think because it’s a budget airline, they can treat people however they want and they are not held accountable to anything. And that’s just despicable.
Rude staff. Rolling their eyes at you if you have a query.
In flight is average. Airplane space is tight. It’s customer service that is the issue. Manners could be improved, especially if making a query where information was clearly not made clear by Scoot.
No problems at all.Would fly again.Cheap clean aircraft.Staff courteous.
Flew Mel Sin Ath on 30.03.2019
Booked bulkheads and scoot in silence. Yes paid extra but my choice.
Staff were friendly and courteous.Bought snacks on board.
We also had our own food and water at the gate.
Yes you pay for everything but that is clearly known.
Spent $40 on snacks for 4 of us.
Flight was great. No screens and no entertainment boxes under seat giving more room.
As no screens much quieter and more people sleeping. To me this is a bonus....
- Verified customer
fare ends up lots more with add ons
Didnt get seats I booked and was given vouchers instead of a refund. I wont even use vouchers as I will never fly with them again. Terrible food as well I booked online. Couldn't eat it. water not offered in flight.
Foods are not suitable on scoot
I rode on Scoot for the first time to Singapore. The foods was too hot on the flight. I didn’t know I would be eating chilli foods. A cheap ticket airline was not comfortable.
By far the worst company ever, poor condition, poor customer service!
* $140 extra charge for luggage after I missed guide by customer support.
* 3 hours delay of my luggage on transit country, because scoot sent it to wrong flight.
* Lost luggage after arrival back home.
* Damage my baby pram.
And the company taking no responsibility
Very poor customer service
Before you book with Scoot I'll share my recent experience. On 27th April I flew overnight from Singapore to the Gold Coast. I paid for and sat in an exit row. As such there was no seat in front and no seat back pocket to put my small bag of personal belongings. The person sitting in the window seat had a pocket on the wall next to them. But myself and the person next to me had none. There was however two of these pockets on the wall opposite right next to where the flight attendant sits for takeoff and landings. I assumed these two pockets was...for myself and the passenger next to me. So I put my bag of belongings in one and went to sleep. Several hours later I woke up and my bag was gone. I asked the flight attendant where it went and she said she threw it out. When I asked why she answered very rudely and aggressively ""well why did you put it there". After I recovered from my shock I explained why. She then stormed off. And returned sometime later with my bag which she'd obviously fished out of the bin. As she dropped it in my lap she told me ''oh btw it's wet''. Sure enough I'm now sitting there with a wet plastic bag in my lap. No apology, didn't even dry it off before giving it to me. If that wasn't bad enough when I got home I discovered my MP3 player that was inside would not turn on. It's dead. So I logged a complaint detailing the above and received an auto reply email advising "it may take up to 10 working days to respond''. Fair enough except that they didn't. I let it go for another two weeks and still nothing so I emailed again. Received another meaningless reply. Another two weeks I tried again and nothing. So I tried to message via FB messenger instead. I got a reply and they asked for more info then ignored me. I then rang the Scoot office in Sydney and they were no help either. They said they would email head office. So here we are 7 weeks after the incident on the flight. My MP3 player is still dead, no one from Scoot has contacted me. So if you want to get treated this way and ignored then sure go ahead and fly Scoot. I know I will never fly with them again.
Hotline absolutely rubbish
After having a huge headache with my flight being changed 14 days before I was due to leave, (which was bad enough as it conflicted with the person picking me up) I was told by a member from trip.com to contact them directly.
I tired calling multiple times and each of the assistants were basically incoherent. Not only was the line quality bad, but the people speaking had extremely bad English and strong accents. The the people I spoke to were also very rude and unfriendly. I soon gave up and just bought another flight - the service was that bad.
- Verified customer
To Scoot or not to Scoot
In just one single trip I have come to the following conclusion about Scoot
- Scoot staff dont care about peoples property
- Scoots rules about seat luggage allowance is inconsistent and in our case they seem to deliberately swindled us
- Scoots Customer Service does not necessarily respond to communication and when they do always seems to be after the 10 days probably to wear people down and in my case here, they directed me to their own conditions pdf ... which in fact contradicted themselves
- Scoot seems to look down on people with some et...
Terrible right from the start
I have paid for the booking and they said they never received my payment. So I started a dispute and money recovery with my Bank. Few weks later Scoot said that they are processing the refund, so they lied in the first place. Now six weeks later I'm still waiting for refund.
Don’t bother booking
On 30 th January Gold Coast to Singapore plane was delayed 9 hours which resulted in a further 5 hour delay at Changi Airport I accepted that it was an unavoidable problem I was given a letter stating that my wife and myself would be compensated with a voucher by email (never received) then through circumstances beyond my control 24 th April I was 7 minutes late for check in refused boarding no assistance or advice given rushed to Brisbane got on Thai Airways flight same day..I fly Scoot 4-5 times per year but NEVER again.
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Questions & Answers
Can you do web check-in and print your boarding pass at home for a direct flight from the Gold Coast?
Why isn’t online check in available for passengers travelling from Melbourne?
I don’t have a connecting flight unless there’s something i’m not aware of. I’m flying straight to Singapore
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