Scoot

✅ Trip Verified | They cancelled our return flight while we were at the airport waiting to board and gave us two options: either pay extra to fly with them 5 days later (no other expenses covered) or receive vouchers to fly in the future with them. Until today they refuse to refund us the cancelled legs in cash and on top of that we had to buy tickets with another airline to return home on the day which cost us a fortune. Appalling customer service and practices and I’m wondering how they’re allowed to operate like this. I’ve complained to CAA of Singapore but no response either. They also claim to be cheap but in fact they are not if you add up everything. And if something goes wrong you’re completely on your own.

✅ Trip Verified | Seated in 16c, a seat I'd paid 24 AUD for. The cabin was clean, as was my seat. The flight was full, there were crying children, but the general mood was calm. The lighting was good for a night flight, a soothing yellow. It was a night flight, 930pm take off, got in to Singapore about 3am, about 7 and a half hours. There wasn't much service, and there were mercifully few announcements. Scoot left us alone, which was ideal, and before I knew it we were an hour before landing. That's as good as it gets for an Economy flight on a budget airline. I flew Scoot a few times in 2018 and 2019 to Berlin, and the planes then weren't in good condition. So this time was a marked improvement. Top marks for the lack of constant announcements. I'll give them an 8 out of 10.

✅ Trip Verified | My flight from Singapore to Berlin was abruptly canceled. From the moment my flight was canceled, Scoot made no effort to help me get home. No rebooking, no alternative options. I was stranded. When I called their customer service, I was told that my case would be escalated but no one ever got back to me. Not a single email, not a call, not even an automated message. Before this mess started, the ground staff at my previous airport assured me that someone in Singapore would assist me. Had I known this was a blatant lie, I never would have taken that flight to Singapore in the first place. Instead, I ended up stuck at the airport with zero support and no way home. When I sought help from Scoot’s ground staff in Singapore, I was met with rudeness, indifference, and unprofessionalism. Scoot proudly claims to be a “proud sister of Singapore Airlines”, but this is clearly just empty marketing. When I asked to be transferred to a Singapore Airlines flight so I could get home, I was told, “That’s not possible.” Scoot did not provide any assistance — no hotel, no food, no transport. I will never fly with Scoot or Singapore Airlines again. Not only do they not care about their passengers, but their complete lack of professionalism and compassion is appalling. I wouldn’t recommend this airline.

✅ Trip Verified | Booked flight TR608 for 15 March 2025, flying from Singapore to Bangkok. Indicated plane type in original booking was A320. Paid extra for Exit Row seats 12D and 12E. Only realised when I entered the plane, that the plane type had been changed from an A320 to B787. Due to the change in plane type, my seats which were still 12D and 12E as indicated on the Boarding Passes, were now no longer Exit Row seat for which I had paid extra, but standard seats. This was due to the differing seat configuration between the 2 type of planes. There was no prior notification of the change in plane type, exit row seats no longer being available on the new plane or how the additional paid amount for the Exit Row seats would be refunded, either via email or even during check-in which was done personally at check-in counter attended by a service staff. I will now have to take my own initiative to contact Scoot to apply for a refund. If i don't, i will not get any refund. This is pretty atrocious service standards. It does not cost very much more to have a better passenger management system which will automatically alert the customers of the changes and offer a refund automatically.

✅ Trip Verified | Travelled with family of 4 from Melbourne to Kuantan (KUA) Malaysia (on Malaysia Airlines) in March 2025. For the return journey, Scoot had what looked like a great option for return flights: KUA-SIN 08:30-09:30 and a 11:00 SIN-MEL. I wanted to book Scoot Plus for SIN-MEL, but Scoot don't offer Scoot Plus on the KUA-SIN leg. Scoot's booking system won't let you book different classes in the one booking so I had to book them separately. That's the first complaint - why can't you book different classes on different legs? After booking in Aug 2024, Scoot advised in Oct '24 that the KUA-SIN flight was rescheduled to 11:30 so of course I can't make the connection. Since the bookings were separate, Scoot then charged me S$400 to change my SIN-MEL flights. The process of trying to change the flight was terrible. You can only contact Scoot via their app chat - there is no way that you get to speak with a person, particularly as I wanted to escalate the issue that they wanted to charge me $400 and it was their fault. The day before we were scheduled to fly home from Malaysia I get an email offering to check in which I dutifully do. I then find from the Scoot app that Scoot has now re-scheduled my KUA-SIN flight for 2 days later and a change of time to 11:55; as a further insult, I received an email two days after flying telling me that my flight had been re-scheduled! Just like the first time, I then have to reschedule the SIN-MEL flight via their terrible app chat 'service'. The app chat feature has the wonderful attribute that if there is no dialogue for 2 minutes it drops out. After many prompts to 'OK' so the chat won't drop out, it then drops out from Scoot's end. This happened twice before I finally got things done. All up 2.5 hours of wasted time. Surely if the chat drops out when an agent is interacting with you and telling you to hold on while they are working on things, you would expect that they they would re-connect. Clearly Scoot have no focus on the customer. After re-booking (and expecting another S$400 for a change), I then get told the cost is now another S$2,400. The agent said this includes the change fee and "dynamic pricing". On top of the costs for Scoot due solely to their changes, I then had to pay for another two nights accommodation for the whole family. All up the whole stuff up from Scoot cost me over AUD$4000. None of it was my fault - it was all Scoot. I would never fly Scoot again. I don't know how you can run an airline where you just re-schedule flights a couple of days later. They have extorted money from me. The actual flights were quite OK so I will give them a 1/10

✅ Trip Verified | Four of us took Scoot flew from Singapore to Manado on Sat. We encountered several problems: There's no staff to guide and check when boarding so everyone just rush in when announcement were made. The flight was so full and problems finding storage space for hand luggage. When we arrived in Manado Airport and waiting to collect our luggage, we were told Scoot didn't load all our luggage, neither gave any reasons for the non-loading nor any apologies or announcement made at all. We were told that we will have to wait till Monday (48hrs later) for our luggags to arrive. We were luckily staying in the same resort for 4 days before moving to elsewhere. So Scoot can send our luggage to the resort 2 days later. I will definitely not choose Scoot again.

Not Verified | Scoot Flight departure time changed by almost 24 hr from Sun ~1 pm to Monday ~ noon. Not well communicated. Had to buy a ticket on Cebu Pacific to make it back in time for work on Monday.

✅ Trip Verified | We entered a chaotic Phuket airport, not such long lines for this airline. We had one suitcase, and three hand luggage, no overweight, to cary less onboard we had bought one extra piece of check in luggage. When we checked in, they did not accept the second piece of luggage, since we had only bought extra luggage for the first leg, to Singapore! Said nothing about that when we bought this. The piece was not heavy, so we brought it onboard. The boarding was pretty chaotic, and a lot of people had much hand luggage, trolleys, bags, nets, no limitations. Departure half an hour late, we had 65 min between flights in Singapore, even with the delay we managed. This time a Airbus A320, same, very much hand luggage, many had trouble to find space. Plane was old, and very narrow. I am 1.83 m, and hardly had space for my knees, uncomfortable. We were almost an hour late out of Singapore, according to the captain, waited for some cargo. We arrived half an hour late in Manila, became 1.5 hours before we could leave the airport, cause no suitcase.

✅ Trip Verified | I had one of the worst experiences flying with Scoot Airlines on flights TR 607 from Bangkok (BKK) to Singapore (SIN) and TR 8 from Singapore (SIN) to Perth (PER). I was traveling with my 6-month-old infant and had specifically requested a seat with extra legroom, given that my baby was charged for the ticket. Traveling with an infant can be challenging, and I expected the airline to provide at least a basic level of consideration for families traveling with young children. Unfortunately, my request for a seat with more legroom was not accommodated, even though I had clearly communicated the need to ensure my infant’s comfort and safety. Instead, I was assigned a seat with minimal space, making the journey extremely uncomfortable for both me and my baby. The lack of attention to my request was disheartening and added unnecessary stress to an already demanding trip. What’s more, the overall service during the flight left much to be desired. There was a noticeable lack of support and empathy from the crew when it came to assisting passengers traveling with young children. It felt like families with infants were not prioritized or given the basic considerations that would make such journeys manageable. I hope Scoot takes feedback like this seriously and reevaluates their policies and services for families traveling with infants. Traveling with a baby is already a challenge, and it’s disappointing when airlines fail to provide even the bare minimum level of support.

✅ Trip Verified | The flight is delayed but nobody from Scoot is informing passengers. No notification, no SMS or WhatsApp, no email, no nothing. Passengers are confused of the status of the flight. No ground staffs at all, only those 3rd party transfer desk agents who are dismissive. No interest in listening to the enquiry. They simply hand out a list of numbers to call. The numbers are also uncontactable. Reached out to WhatsApp agent who disconnected midway or not helpful at all, sending passenger back to find ground staffs (who are nowhere in the first place). Communicating flight status is a basic capability. Delay is okay and acceptable, but such radio silence that keeps passengers in the dark is not. Scoot is part of Singapore Airlines Group, but do not expect professionalism of SIA at all. It is an LCC, so quality is as expected from an LCC, but professionalism is null.