4/10

    From 145 passenger reviews

    celine

    from United Arab Emirates - March 11, 2019

    Flew Economy Class

    Overall Score

    2/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    The worst customer service ever !!!! paid 17kgs extra luggage one month ago. Then they put me on a Singapore airline flight from Singapore to Sydney. Singapore Airlines then told me they had no access to the info from Scoot so they made me pay all the excess again. Now waiting after 7 calls and promises for a refund of the 17kgs paid and NOONE responds. Each email of customer service has been closed. Never seen such a disaster service ever !!!!

    Sarah

    from Australia - February 15, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Please see TripAdvisor for full account of story, 200 word limit impedes my ability to accurately describe how I was treated.

    I was sick on the plane. Tried to move over to a more empty row to quarantine myself from the other passengers and to be closer to the bathroom. The seats on that row cost the same as the seat I paid for (I paid for an upgrade). 1 staff member rudely asked me to move. When I explained I was sick she didn’t believe me and demanded I list all my symptoms in front of the other passengers. I was humiliated. I felt bullied by this staff member and am reluctant to recommend an airline who condones such behaviour.

    Thomas

    from United States - February 3, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Avoid Scoot, don’t fly Singapore if the connector airline is Scoot! As a frequent flyer to Asia, I have flown Singapore Airlines ever since 1994, and have been delighted. But, since they pass Scoot Airlines is owned by them, I say, avoid Singapore Airlines at all cost. Scoot Airlines agents (not wearing any name tags)and its call center are shockingly unprofessional, heartless, untrustworthy, sceaming, lacking of common sense or courtesy, and a disgrace to the once proud Singapore brand. My wife was at Clark Airport near Angeles City in the Philippines, trying to take a short flight to Singapore so that she could connect with the flight back home to San Francisco. Scoot Airline personnel would not let her board her flight, without paying 90 dollars for a “mysterious” and spurious cancellation fee. She never cancelled. The agent had issued the tickets, there wasn’t any rescheduling, but, they insisted. This was a scam to get her to pay them 90 more than likely. She did not have the money, she had spent all of her money on family in the Philippines. We are both servents of society, I was a teacher for 21-years of troubled high school students, she is a cna. We have three daughters, one being in University, money is tight. She cried, and pleaded, but, they didn’t care. Why would she show up at airport if she cancelled? You can’t just cancel a roundtrip, you must reschedule, or there would be flags and notifications everywhere. The flight from Singapore was still valid, and they didn’t know of any cancellation. Spent two hours on a conference call with our ticketing agent and Scoot call-center. They kept saying there was a charge, but for what, there never was a cancellation. Even the manager couldn’t do anything. He said that I had to write an email to the sales department, can’t call, and await response! My wife is supposed to be at work. The hell they care! Don’t fly Scoot or Singapore Airlines!

    Siyaporn

    from Thailand - January 4, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I wish to register a complaint about your working symtem which, even right now, I am not sure if this mistake ocurred because of the Thai operation or the Japanese operation which caused a lot of inconvenience and the delay to get on board at gate at Narita Airport. Before boarding, there was an anouncement asking me to meet your staff at the gate. At the beginning she spoke to me politely and asked me to show my credit card that I used to purchase the ticket on Dec. 19 in Thailand which is a one-way ticket flying from Narita Airport to Donmeung Airport, Bangkok. She insisted it must be the card which the last four ending numbers are 0322 which is not the numbers on any of cards. She showed me the document which showed the recored mode of my payment XW Visa XXXXXXXXXXXX0119 0322 This confused me. She’s not trying to understand or think logically that the last four numbers are 0119 and the numbers 0322 must be the numbers of something else which, at that time, I myself could no relate it with the expiration date of my card. She still kept insisting that it must be only the card with the four final numbers 0322 or else I had to buy a new ticket, and her tone was impolite as well her face most of the time that I tried the clear the situation and wondered whose fault it was that delayed my boarding. At that moment, I had a very bad cold and felt so dizzzy that I could not deal with the situation perfectly and did not think of asking to see the manager about the mistake and almost caused me to buy a new ticket and wasted the money that I purchased the ticket in Thailand. Anyway, she finally called someone to check about my purchase and luckily I showed her the documents I was holding with me which showed the last final four number 0119 and the ticket was confirmed. I would appreciate it if you would look into the matter and make sure that this will not recur to any other customers, especially if a customer cannot communicate in English. This caused me a very bad impression which I will convey to my colleagues at the universiy in Bangkok as well my students in my English courses. Today, you have to compete with the other two airlines: Air AsiaX and Thai Lion Air. I didn’t look at the name on her shirt, so I can’t give you the name of that staff dealing with me on that day. My flight was XW 101 dated Jan. 2, 2019 departing Narita at 13.55 and I’m an English instructor at a university in Bkk. Thank God she finally figured out that 0322 is the expiration number.

    Patricia

    from Australia - January 3, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Very poor customer service from scoot. My flight was delayed by 3 hrs for Perth to spore the zipper of my bag was damaged and I was unable get anyone in scoot in spite of calling numerous times – always on hold due to ‘ high volume of calls’. Finally emailed them on return to PERTH as it was a short visit relatives trip, and reced an email saying I should have reported damage before leaving the airport and that my case has been closed! . Do passengers open their bags at airports? And at 4.30am in the morning after a 3 hr delay??

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