Scoot

✅ Trip Verified | In my opinion, Scoot is one of the best low-cost carriers in SE Asia. Little sister to Singapore Airlines, they deliver a diluted version of a five-star airline to the budget-conscious traveller. The seats are just fine, and the legroom is better than on most budget airlines. Definitely my airline of choice in SE Asia.

✅ Trip Verified | I flew Soot Plus (slightly better than economy) on 24 July 2022 from Singapore to Gold Coast. This fare is more than three times the price of a standard seat as it is more spacious, greater reclining capability and a footrest. When I boarded the plane, there were two Defect notices (see attached) on my seat indicating that: 1. the reclining mechanism was defective and the seat would not tilt. 2. the head rest was defective and not operational. From 10:00pm until about 8:00am (an 8 hour period allowing for local time) I had to sit in a fully upright position in this seat with the defective ripped headrest that could only be partially used. I appreciate that the plane was fully booked and therefore I could not be moved to another seat. Cabin crew told me with sincerity that they would submit a report on the problem. It has now been just short of 4 months since I lodged my complaint to Scoot with no offering of a resolution. I have contacted Scoot on 2 occasions (which is a near impossible feat) since July and was told that it would be processed within a week. It is a direct deliberate lie? I have since written to the parent company Singapore Airline. They did not respond. If flying Between Australia and Asia do not fly Scoot. They are near impossible to contact and they do not care. And there is no complaint mechanism within Australia. A bargain is a bargain until you get stung. I have just contacted Scoot again and they have advised me that the case is closed. They haven't even reviewed or contacted me. All complaints are just closed as they are received.

✅ Trip Verified | I have been flying Scoot air to Penang and Bangkok since Covid subsided. Overall, the travel experiences have not been satisfactory. Recently, we paid for extra leg room seats 4D and 4C when the tickets were purchased online. When we checked in physically at the counter, the boarding pass were issued accordingly. However, after boarding the flight to Bangkok minutes just before the plane took off, the airline staff requested us to vacate the seats and move to the back row seats as though they did not know we had paid for front extra leg room seas (I shown them the receipts and boarding pass). Despite having secured 2 extra leg room seats as indicated in the boarding pass. Different staff appeared and indicated that the plane has been changed last minute and the current seats belonged to Scootplus and we must move to row 31 and 32. She took our boarding pass and use pen to amend the boarding pass seat number. We paid additional additional fare of SGD 190 for 2 to remain in Scootplus and requested for the refund of SGD 54 for extra leg rooms seats (2). After 2 weeks, still no news although the hotline said they would investigate and revert. The experience was certainly not something we cherished. It was ok to change plane due to unforeseen circumstances but refund should be made for overpayment. For any underpayment, we were happy to top up as well. Earlier experience to Penang also did not end well as date change of ticket online in the portal were not very smooth, very hard to make date change during May - June 2022 (the price differentials for flight/date change were much higher than buying a new ticket). Eventually, I just bought another tickets for the whole family instead of making travelling date changes.

✅ Trip Verified | A terrible level of service and I flew premium. If all you're looking for is cheap fly them. Normally I travel with all my gear, but I had forgotten ear plugs. But never again.

✅ Trip Verified | Scoot lost my luggage. I'm told they left it behind in Singapore where I was in transit for 4 hours; was also told on arrival at Sydney airport that it would be on the next available flight and I would get it back within 24-48 hours. Today is the 18th day since those assurances and promises were made I have received nothing but automated replies (the first few days) and zero response since. Frustrated at not being able to deal with a real person, I returned to the airport to chase up at the lost luggage counter after 7 days and I was told no, they never sent it back from Changi Airport. They said they would send a follow-up email to Singapore but if I wanted updates I would again have to call up their support line. And, as you guessed, their support line isn't manned, it drops out when you try to call, and my emails to their support inbox bounce back undeliverable because their "inbox is full".

Not Verified | Flight out of Sydney and I was unable to board the plane. My family went ahead but I was left at Sydney. On checkin we had a good chat to David Scanlon, who was shocked when I later returned and was unable to board. David tried to change my booking but was unable to do so and advised I call the airline to amend my booking. On my way home David called me and told me he sent a page out to get my phone number. He told me he was able to change my booking free of charge , under the stressful situation I was in, having to leave my children. The way David went above and beyond was exceptional. This is our first time flying with Scoot, and thanks to David we will be returning. I will also be referring Scoot to all of my friends and family. Thank you David. Your efforts have not gone unnoticed. You are an example of what outstanding customer service is .

✅ Trip Verified | They cancelled my flight in May 2022 from Berlin to Athens 2 hours before take-off. For 5 months I have been trying to get my refund. According to EU passenger rights, they have to refund 400€ for the cancelled flight. No way to reach them besides through their buggy and useless online form. I can automated emails every other week that my case is still in progress.

✅ Trip Verified | We were attracted by the lower cost but we will never fly with Scoot again. We had premium economy seats that were comparable to economy seats in economy. The boarding was quite efficient; but comfort, service and my food were of very poor quality. The cabin was not clean, we used tissue paper to clean table and armrests. A drink of water was offered in the first hour before a plastic covered menu was passed around, only two meals were available. No free water, no free snack was offered during the flight, an announcement informed passengers that they had received their free meals and would have to pay for any more food or drinks. Blankets were distributed upon request. Large, yellow, thin polyester squares that were not providing me any warmth.

✅ Trip Verified | We had booked and paid for a Bangkok to Singapore flight before COVID as Scoot Plus. It was cancelled because of the crisis. We got a voucher and thought we could fly Scoot Plus business class with the voucher later. The voucher was only a substitute for a refund that we were entitled to. This is not the case with Scoot. When we booked the replacement flight, there was only Business Class in a Boeing on the route from Bangkok to Singapore, on the return flight only Economy due to a different aircraft and we had to pay extra for excess baggage, for the seat and for boarding first. In total, we paid 47% extra for worse conditions. On the outward flight, everything worked okay. Scoot cannot organise an immigration fast track for Business Class customers. Long before the trip, we received an email that the departure time had changed. The reason for this was another change of aircraft back to Boeing. That there was now a Business Class after all was not disclosed. At check-in, we were given an Eco ticket in the last row of the plane, although we had been confirmed seats in the first row and had paid a surcharge for them. There was no mention of the paid first boarding. Only after a massive protest the check-in manager gave us seats a little further forward. We were told that Business Class was fully booked. Arriving at the gate, we found an inadequate small waiting room in which the passengers had to wait standing up like sardines in a can. I asked a Scoot employee for a seat and received a shrug. There was no mention of priority boarding.

✅ Trip Verified | Scoot is a horrendous airline. It starts with a totally useless and non-functioning website. Payments don't work properly. Unable to check in. Every time you log on you have to verify yourself via SMS, even though you are you using the same browser. Scoot's website is the worst of any airline out there. Flights are often delayed. I will try to avoid Scoot at all cost!