Scoot

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.

✅ 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.

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.

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.

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.

✅ 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.

✅ 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!

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.

✅ Trip Verified | Went on a 12 hour flight with Scoot and it was a torture. Old plane with terrible seats, worked away with back and neck pain. It was freezing cold and blankets were not offered. Everything needed to be paid for. Even water was charged. 5kg luggage overweight came at £100 charge. No onboard entertainment at all.

✅ Trip Verified | Never again! Over promised and under delivered. Found out at check in, my 2 teenage kids were downgraded to economy despite having bought scootplus tickets for them in advance 6 months earlier. Worst, at scoot check in counter, they promised SGD150 voucher per person and refund of difference in economy and scootplus ticket price or 30% of ticket price whichever is higher but failed to honor this after we landed back in Singapore. We called customer service but they just ask us to check our emails but never came through with a email notification of the refund and voucher. An airline that has no integrity and professionalism shouldn’t be operating from Singapore giving SQ and Singapore such a bad image!