Scoot

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 676 reviews
4/10
3 star Skytrax Rating
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1/10

"Horrible customer service"

(Thailand)

Trip Verified | Horrible customer service. Flight was rescheduled and delayed by two hours which missed our connecting flight. Told by sms at 9am for a rescheduled departure at 5pm. One hour on WhatsApp chat trying to rearrange the connecting flight (booked in the same ticket). Continuously got the same Message, contact ground staff when arriving in Singapore in the evening. No care, just we will do better in the future. The problem was today and not helping when talking about the future! What customer service is this?
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBali to Phuket via Singapore
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

“Horribly expensive”

(United States)

Trip Verified | Horribly expensive with an awful experience. You wind up paying more than other airlines because the baggage price is astronomical. Additionally, you get to watch people get served hot meals while you receive nothing. It really makes you feel like a second-class citizen. And of course, no wifi.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCebu to Singapore
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"unfriendly and unhelpful"

(Australia)

Not Verified | I am blown away by how unfriendly and unhelpful Scoot is. This is customer service at its absolute worst. Cheap, efficient and inflexible. My wife and I bought tickets from Sydney to Yogyakarta. I knew I might need to change my flight for work, but that my wife wouldn't. I explained that to the online agent, who told me to pay extra and get a flexible ticket but because booking together I would have to pay for flexible ticket for both of us, so I did that. On the day of my flight I discovered that I would indeed need to extend my stay I. Singapore, so got to the airport early and asked the staff to flex my ticket. They said they couldnt do it in Sydney, but I could do it in Singapore no problems. We landed in Singapore and the service desk said they could only change the ticket for one month and at a high fee, and that I should ring the 24/7 call centre. I rang the call centre and they had a recorded message saying they were too busy and to use the online chat. I spent an hour on the online chat, only to be told I couldn't change it online because I had already flown the first leg, even though that is what their staff told me to do! So I got up and went back to the airport with my wife to check her in, and make the one month change, only to be told by the morning staff that that was impossible and that the maximum I could change my ticket by was one week. The entire time, at every single stage of interaction the staff were grumpy, rude and every person tried to fob me off to someone else. This was also true of the staff on the plane. I have never experienced an airline that is so consistently mean spirited and where the staff are grumpy. Unfriendly, focused on being cheap and efficient at the cost of any sense of hospitality.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Yogyakarta via Singapore
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"my baggage still in Singapore"

(Taiwan)

Trip Verified | Possible the worst economy flight. I was scheduled to fly from Taiwan at 1:30am and transfer from singapore to Bali at 7:15 am, but when I arrived at Taiwan airport I was told that my flight was delay for 3 hours without prior notification, so my second flight will be canceled cuz the first flight cant make it on time. I asked the flight attendant at Taiwan for my second flight information, the flight attendant simply inform me that she didnt know and ask me to find information at singapore airport. Flight attendant at singapore airline help me to arrange to next flight which is fine. I kept asking whether I still need to check in my baggage manually but she told me that they will arrange it for me. When i arrived at Bali for baggage claim, I waited for 3 hours for my baggage which i found that my baggage still in Singapore. My whole trip was ruined without any single clothes and my other things. I asked scoot’s lost and found at Bali airport for help but they barely reply to my message and I don’t even know what is my baggage status yet for 2 days and still counting.
AircraftTR897 & TR284
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTaipei to Bali via Singapore
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

“truly fantastic flights”

(Slovakia)

Not Verified | I have to say that I didn't go into the flights with Scoot with high expectations, but at the end of the day, they were truly fantastic flights. The staff were fantastic on all 4 flights, there wasn't much food, but it was very tasty, the planes were comfortable and modern, and overall, I can only rate it positively. People expect a lot of luxury for little money, but for that price, it was really great service.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKrabi to Athens via Singapore
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"directed to the Lost and Found"

(Singapore)

Not Verified | I departed Ho Chi Minh on the 21st Jan 2024 on flight TR 303. We occupied the whole row as a family on 6A, 6B and 6C. We arrived in Singapore on a bus gate and as soon as we got out from the bus, we realised we left a bag containing a new pair of Le Silla heels just purchased from Ho Chi Minh store under the seat in front of us at 6B. We asked if we could go back to the plane but was denied but directed to the Lost and Found to lodge a complaint. Calls that we made to inquire on the status were directed to India. We called day after day and two weeks later at the Lost and Found at T1, the heels were not found. Staff at the Lost and Found informed me that items on Scoot are sometimes returned by crew or cleaning staff.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHo Chi Minh to Singapore
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service"

(Australia)

Not Verified | Overall a fine flight experience. The worst part of flying with Scoot was that I was overcharged $70 on my inflight purchase and have been chasing this up since October last year. I have had no updates (not a single email or phone call) sent to me about the status of refund, the customer service team show no skill at fixing this issue and the last staff member I spoke to over the phone had an attitude and was completely unhelpful. Apparently there was also a problem with the process as they didnt have the cardholders name and I only found out about this through multiple calls to them. Fine to fly with but I wouldn't wish try to chase up any issues with them. Would not recommend. Worst customer service experience and problem resolution I've ever had.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Phuket
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

“extremely disappointed in the standard”

(Australia)

Trip Verified | When I first flew Scoot a few years ago, the "premium" class was called Scoot Biz although it was really just a premium economy product. It was an excellent alternative to flying normal economy class being good value, good service with the comfort of a smaller cabin, bigger seats and priority check-in etc. The premium cabin has been renamed Scoot Plus some time ago but product remained the same. However, things appear to have changed. The cabin on this flight was dirty, the crew disinterested, the "one" complimentary drink served with the meal can no longer be a choice including wine/beer as you can only buy this as apparently the policy has changed and only water, soft drink, tea or coffee can be chose. I was informed I could only buy a wine when the Scoot Cafe opens. The meals were served immediately the flight reached cruising altitude and were being collected before I had even started. The lights were dimmed during the meal service and the crew disappeared. Other passengers started ringing the bell to order from the Scoot Cafe as it seems no trolley was going to appear. I thought selling food and drinks was the way to make money on these budget airlines! The crew freely allowed passengers from the back of the plane to use the one and only lavatory in the front of the premium cabin. I paid a lot of money for this flight for me, my wife and daughter (being the end of the school holidays in Australia) and was extremely disappointed in the standard of pretty much everything on this and another recent Scoot flight.
AircraftBoeing 787-9
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteSingapore to Perth
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"Would fly with them again"

(Australia)

Trip Verified | Scoot Biz Singapore to Bali Check in and boarding all very seamless Left a little late, however, arrived on time. Seat ( 1k) good with plenty of leg room. Food and beverage included and ok for low cost Cabin. Curtains/floor etc could have been cleaner, especially for a 6 year old aircraft. Cabin crew ok with good announcements from flight deck. Overall reasonable value for money. Would fly with them again if the price is right!
AircraftBoeing 787-8
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteSingapore to Bali
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

“a horrible experience”

(India)

Not Verified | Had a horrible experience travelling with the worst seats and even the very limited push back didn't work at all for the entire row. Though it landed a bit early it was not a smooth take off and landing, seems trainees were operating it and the whole aircraft was tiny and smelly. The ground service crew at Singapore airport was very rough and rude in answering.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Trichy via Madurai
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no