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 492 reviews
5/10
3 star Skytrax Rating
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1/10

"poor customer service"

(Singapore)

Trip Verified | Singapore to Athens. I initially planned for a connecting flight 2 with a layover duration of 2 hours. Scoot however, revised their schedule a couple of weeks before my flight, reducing my layover time by 20 minutes. On the flight day, we saw that the flight was re-timed. We went to the check in counter to entire, but the counter staff were not even aware that the flight was re-timed. They checked and advised us that the flight departure time will be delayed by 2 hours, but the arrival time will remain the same, which is ridiculous. We went through the customs and went straight to the gate. The gate did not even display the updated flight time. There was no communication to the passengers, all waiting in vain and frustrated. No customer service representative came to address the issue. We called up the call center, which was outsourced, and they too, have no idea that the flight was re-timed. We went to confirm with the lounge staff, who advised us there was in fact a delay of 2 hours, arrival time will be delayed by another 2 hours too. We understand that the delay was due to the earlier flight being delayed, because they were waiting for 8 passengers who were performing their transit. In other words, Scoot opted to delay a whole plane full of passengers, just to accommodate to the 8 people. Very poor decision making and management on Scoot's behalf. While we were on the plane but yet to depart, the plane was being delayed for another hour. We understand that this was due to accommodating to the request of a single passenger who decided to disembark and then changed his mind to reembark again. This decision, again, costed the whole plane full of passengers another hour, just for the sake of a single passenger. We were seeking updates from the stewardess during the delay, but she does not have any clue as to what is happening, and she had this irritating habit of touching her hair once every 10 seconds or so. I missed my connecting flight eventually, and had to book another connecting flight. I wrote in to Scoot for the compensation. Their customer support team is outsourced, and have no clue that the flight was delayed. They kept insisting that the flight delay was less than 3 hours, until I requested them to show me the actual departure time and actual arrival time, versus the scheduled departure and arrival time. They kept replying with copy-and-pasted templates which added to my frustration. They have this "promise to you" page on their website which says that they will compensate with a travel voucher for any delay more than 3 hours. It has been more than a month since I raised this claim and till now, it has not been resolved. The issue being transferred from one customer service officer to another. Not too sure if they even intend to deliver this promise that they state on their website. Comprehensive travel insurance does not cover delay of less than 6 hours, but their customer service officer kept asking me to check with the insurance company for compensation. Scoot is an irresponsible airline, with poor customer service. With so many of Scoot's recent delays in the news, now I understand, this is of no surprise. Do avoid at all costs.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSingapore to Athens
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"carry-on bags we had to check"

(United States)

Trip Verified | Manila to Phuket via Singapore. Hit with hundreds of dollars of overage fees on two carry-on bags we had to check because my friend and I booked our ticket in one reservation instead of separately. So 2 of us only get the checked bag allowance of one person (and the ticket costs the same as if we would have booked separately). This is not clearly explained when you book or confirm. It’s a scam to get more money and they should be ashamed of themselves.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Phuket via Singapore
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"a good no frills flight"

(Philippines)

Trip Verified | Manila to Singapore. I had pretty low expectations for this flight/airline after seeing many negative reviews after I already booked but it was a good no frills flight. The cabin staff that I was with were all professional, kind and efficient. Can't say enough good things about them. Honestly, I was kind of annoyed with the ground crew though. For the to SG flight, the ground crew were bordering talking down to the people trying the board (I get any group can be hard to deal with when not following instructions but you need to have some sort of control and courtesy). They called for first row, seniors, board me first. I was in the first row so I went yet the lady kept raising her voice and telling me later. I pointed out the seat number and told her to look at everyone tickets first. For the back to MNL flight, the ground crew just seemed inconsistent and rushed, eventually giving up on the section style bordering and just took everyone. It is what it is. As one can expect from a budget airline, there is no IFE and the food is not included. I found the menu very very pricey though even knowing their strategy. No problem with the seats since I got the stretch seats, I think it's worth it for big taller people(around $20-25) even for a short 3 hour flight. This is probably your best bet if your usual airline has no convenient flight for your next destination
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Singapore
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"regarding the excess luggage"

(Australia)

Trip Verified | Gold Coast to Bangkok via Singapore. To Scoot or not to Scoot In just one single trip I have come to the following conclusion about Scoot. There is inconsistency in the way they treat seat luggage allowance wise at different airports which cost us a lot. The web portal crashed multiple times when I tried to book luggage ... in the crash dump it said that they had "been informed" ... right. Maybe if the portal had worked I could have paid $105 return for luggage for my son as well instead of the total of $540. The air hostesses seems to look down on people, at least my wife who is kindness incarnated. The air hostesses seemed to have no information on extra seats and who is entitled to use them. The air hostesses apparently just assumed that we were getting off in Singapore .... the way they handled the stroller part in the story border lines theft of $400 in my books. It was only that I broke a massive sweat to "pull it from the dumpster" that I got my property back. The people in service phone has no clue about prices of luggage, again it seems this case falls out of their flow chart. The customer support does not respond, responds consistently only after the 10 days probably to wear you down and will apparently try and make you give up by death by paragraphs ... but I can read and this has become a matter of principle for me. The main issue was the the fact that we got trapped on the return to Gold Coast with luggage conditions that were suddenly different in Bangkok than in Gold Coast. This cost us A$300 extra but even though thats a lot of money, there is a certain amount of unfairness to it which is why I am making my voice heard. I have written to Scoot regarding the excess luggage and waited the 10 days without a reply from them. Then I wrote again and have waited another 10 days without hearing anything. But then I heard from them with the following message: "Our record shows that you have purchased an extra seat for your infant, however, infants are not considered as a full paying passenger. You may refer to our Conditions of Carriage 3.3 regarding infant passenger." In fact under baggage allowance it says "Infants not occupying a seat have no Checked Baggage allowance" which must mean that our son, since he occupied a seat either had a checked baggage allowance or at least was allowed to have one. So, they seem they will do anything to deflect. I have written to them with this argument. And they replied back that they have considered it and that infants occupying a seat still cannot have Checked Baggage allowance.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteGold Coast to Bangkok via Singapore
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not allow me to change flight"

(Australia)

Trip Verified | Perth to Jakarta via Singapore. Booked a Scoot flight for 31st May with a 6 hour stopover in Singapore. A few days ago advised flight from Perth to Singapore was cancelled and put on another flight (SQ) a day early on 30 May. Looked online to view available flights on the 31st and there was another SQ flight on the 31st May with similar departure time to my original Scoot flight. They did not allow me to change flight as it they do not have authority over SQ flights (same organization that moved me from Scoot to SQ in the first place), forcing me to stay longer in Singapore.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePerth to Jakarta via Singapore
Date FlownMay 2019
Value For Money 12345
no
10/10

"was able to get some sleep"

(United States)

Not Verified | I travelled from Singapore to Berlin on Scoot. It was a long haul flight and was able to get some sleep. Arrived in TXL and was bused to the annex of airport.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Berlin
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"Will fly them again"

(United States)

Not Verified | Flew from Gold Coast to Singapore on Scoot. Check in was quick.Service was good. Slept some of the way. Will fly them again. I like leaving from the Gold Coast airport because it is an efficient small airport.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGold Coast to Singapore
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Service was horrible"

(Australia)

Trip Verified | Trivandrum to Singapore. There was no on line check in available to start with, which is nerve racking. Service provided by staff was horrible and Food served in the flight is good for nothing. There was no support for Kids meals. There was no pillows provided and the blankets provided were cheap. My wife and son struggled through out the journey, As There was no pillows provided. Seats are extremely uncomfortable and if the passenger sitting in front is use recliner then you’re are in real problem as their seat is resting on your knees.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTrivandrum to Singapore
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"ruined the overall experience"

(Indonesia)

Trip Verified | Surabaya to Singapore with Scoot. Speedy check-in with friendly ground-staff, speedy boarding. Bare-bones, not reclining seats and downright rude, unhelpful lead flight attendant ruined the overall experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSurabaya to Singapore
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"Cabin crew courteous and ever-present"

(Indonesia)

Trip Verified | Singapore to Berlin with Scoot. Bad start with one hour delay to departure after boarding. Last row, non-reclining seat allocated despite very early check in. Cabin crew courteous and ever-present.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Berlin
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes