Customer Complaints Over Scoot’s Handling of Refunds and Delayed Responses
A Singaporean woman, her husband, and their child faced unexpected travel disruptions when Scoot downgraded their business class seats to economy just hours before their flight on 7 August. Upon arrival at their destination in Gold Coast, Australia, the family discovered their luggage had not been loaded, leaving them without essentials for four days.
The woman, who identified herself as Shao Nai Nai, told Mothership that the baggage delay and flight changes severely impacted their holiday plans. Their luggage finally arrived on 11 August, halfway through their trip, which ended on 15 August.
Complications Begin Before Departure
The issues started when the family’s original round-trip business class flight from 8 to 15 August, costing S$2,998.42, was rescheduled. Scoot moved their departure to 10 August, but unwilling to cut their trip short, Shao’s family opted for an earlier flight on 7 August, incurring extra costs for a hotel stay and spending hours arranging the change.
Shortly before take-off, the family was informed their business class seats had been downgraded to economy. Shao said, “We were left without luggage upon arrival and had to purchase clothing and other essentials for the next four days.”
Delayed Luggage and Refund Challenges
After the trip, Shao submitted an enquiry to Scoot on 16 August, seeking acknowledgment of the luggage delay to process a claim with her insurer. However, she received no response. Repeated follow-ups over the next two months yielded automated replies or requests to resubmit documents already provided.
On 28 August, Shao also addressed the seat downgrade and the lack of a refund. Despite assurances that the matter was under review, no clear resolution was offered until October.
Scoot Offers Vouchers Instead of Cash Refunds
On 16 October, Scoot informed Shao that the airline would not provide a cash refund for the downgrade, instead offering Service Recovery Vouchers worth 30% of the base fare. This offer was made without her agreement, and subsequent emails added confusion over the refund amount, with Shao receiving communications about S$150 vouchers instead.
While Scoot later confirmed her refund application was successful, Shao remained unclear about the exact terms. Despite the setbacks, she proceeded with her insurer claim for the delayed luggage, though Scoot did not provide the necessary documentation within the stipulated timeframe.
Mothership reached out to Scoot for clarification on the incident and is awaiting their response.
