Scoot

First time Scoot flyer. Paid $30 extra in Bangkok for my luggage to travel direct to Gold Coast via Singapore. As told I went to the transit lounge for my boarding pass for Singapore to the Gold Coast but was told I had not paid for that facility and would have to be processed through Singapore immigration and check in again. Never done this with any other airline flying transit before. Upon checking back in I was told my luggage was not flying direct as paid for but it was off loaded and I should have collected it prior to being processed at immigration. Now I had to get customs clearance to go back to collect my luggage that by now was no longer on the carousel and had to go to lost luggage to find it. After spending nearly an hour waiting at lost luggage I was informed they had found it and as the normal proceedure was to collect it and pass through immigration again then check it back in and pass through security I was running out of time to make my connecting flight (I spent spent 2.5 hours of my 3 hour layover finding my lost luggage) out of time they said they would load it directly on the plane as paid for. I arrived on the Gold Coast and still no luggage, Still lost.

I had booked two Scoot business seats Hong Kong to Singapore in May 2016 and a further two business seats Singapore to Perth. Scoot had neglected their duties to inform us that they no longer fly out of Hong Kong and placed us on a Tiger Air flight leaving Hong Kong on the 13 Jan 2017. We were not informed of this change until late Dec 2016. I tried to seek clarification and compensation for the price variation between economy Tiger Air and Scoot business. Clearly there is a huge difference in what we paid for and what we received. The call center could not assist us due to their computers crashing at the time. At Singapore Airport Scoot could not assist with our situation eithger. I rang today 25/01/2017 to seek compensation for the price we paid for Scoot Business and the Tiger Air flight we both experienced. I was told by the Scoot call center they could not assist. Too bad! Scoot does not have a complaint section other than the ineffective call center to resolve a simple issue of compensation. Singapore Airlines as the parent company should take some ownership of complaints regarding Scoot. No one seems to care. I would not recommend Scoot to anyone.

Singapore to Sydney 3rd Jan 17

Bid to upgrade to Scoot business and bid accepted by email and Visa charged bid amount. Yippy!!

Arrived at airport to find flight delayed by approx 3 hours (4.14am) yuk.

When finally check in advised that the type of plane has changed and has fewer Business Class seats so we are bumped back to economy- yukkkk! Not happy and money already taken.

The flight staff & Captain do their best to make all who are bumped to economy feel good , which was the only positive. We get a free meal/ wine and TV so at least they tried for something which was not their fault do well done to the crew.

Never the less, contacted Scoot on arrival home to see when we would be repaid our Business Class ‘bid’ fare and told it would take 3 weeks – well 3 weeks has passed and no payment so just crossing my fingers& legs and hope it comes soon.

I love the Dreamliner plane and will fly Scoot again,

EDITORS COMMENT: Thanks for your balanced and informative review. Too often people focus on whats gone wrong rather than how the airline tried to help when something unplanned did happen. You will get the refund – many airlines take 12 weeks so if you get it in three to four then that’s actually very good.

I booked online, and wanted to travel with Scoot Perth – Hong Kong, it wasn’t until I got to Singapore I realised I was travelling Tigerair for the Singapore – Hong Kong let. First “Jellyfish”, if I wanted to travel Tigerair, I would have booked Tigerair.
I booked and paid for Meals, and when I boarded my flight Scoot advised, that I had not. When I got to Hong KOng and looked at my booking, I had paid for meals.
I also paid for seat allocation $19 AUD per sector, but was charged $48.00 per sector. This I should have picked up when paying, but to be honest, I dropped out of their website, and was so frustrated with the software package that Scoot uses, I was about to give up and not book at all. I went to Scoot Desk in Singapore to advise that no meal was provided, they said we didn’t pay. I also advised that the seat allocation had been dropped off their system, after I paid extra (as I was travelling with my son, I wanted to sit next to him). I have now been on the phone holding for 40mins and speaking for over 30 mins to try to sort this mess out. Scoot is understaffed. And this definitely wasn’t a cheap ticket. 2566 AUD return for 2 persons Perth-HKG-Per

Flew home from Hong Kong via Singapore – arrived 2 in the morning and sought out the Scoot desk to purchase a ‘scoot on’ so that my checked bag would not have to be collected by me but would be forwarded on to Melbourne per my next flight. They advertise $20 for this service but charged me $40. Arrived in Melbourne and no bag. I was flying out the following day – still no bag. The contact number they gave me is often ‘unattended’ so calling to catch up and get an update is difficult. No offer of compensation and uncomfortable stay in Melbourne with no toiletries or clean clothes. Three days later they say they have found my bag – spoke to a contact person and asked that they forward to Devonport airport and have it couriered to my home per the address on the tag. They leave a message on my phone saying they are sending the bag to Hobart – 10 hour round trip drive from my home and the furthest airport they could select in Tasmania – and that they would not be couriering it to me and that it was my problem to collect it. Left two messages regarding this to try and stop them sending it to Hobart – no response.Staff rude and unhelpful. Food crap. No entertainment.

EDITORS COMMENT: The fly through bag option is cheaper is you pre-purchase it online at the time of booking. There is in flight entertainment but you need to bring your own personal device and pay a fee in most cases which is to be expected on a low cost carrier.
The bag really should have been couriered to your house and we are not sure why it was not.