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Scoot Airlines Reviews
"Beware your cheap flight will not be cheap"
Read very carefully Scoots Conditions of Carriage T & Cs before you part with your money, they have many nasty surprises.
We are no strangers to LCC airlines travelling with Air Asia many times, Ryan Air, Easy Jet, Air Transat, Tiger, Jetstar, we even the worlds first LCC Freddie Lakers Skytrain from New York to London in 1978 but Scoot takes the cake for the worst we have experienced.
We booked Gold Coast to Bangkok 10th August 2014. The first sly trick is that the web site appears to give you a through ticket with the words Gold Coast and Bangkok on the itinerary. On closer inspection and reading the terms and conditions what you have purchased is two single point to point legs from GC to Singapore and SP to Bangkok, with Scoot stating that (unlike all the other carriers) unless you purchase their “Scoot Thru” product not only will you have to go through Singapore immigration, pick up your bags and re check in for the 2nd leg they will not honour the second leg if their first leg is delayed for any reason. So after forking out $20 SP per person per leg for the ‘service” charge which is not clearly disclosed as per Australian law on the header price we had to fork out another $20 SP per person per leg for the “Scoot Thru” charge. Especially as we saw that the 7 day average for that flight was 1 hour late. We also had travel insurance that covers flight delays ($250 excess), so what could go wrong.. hah hah.
The flight was scheduled 9am, at 5.30am we got the text, 2.5hrs late at this stage. Now you might think would give you extra time to get to the airport but.. no as per the T & Cs you need to get to the airport 90 minutes prior to the SCHEDULLED departure. This is because Scoot does not have any employees only contractors who have other duties once their Scoot time is up. Off we traipsed to the airport at 7am for an 11.30am flight. Eventually we got going around 12.20 about 3hr.20 late. Mechanical problems on the inbound flight they said. Despite having more than 50 people that needed to make the connection they made no attempt to make up the time, actually flying slower than the 7 day average. I read on a pilot’s web site that when they got the handed down 777s from SQ they de-rated the engines to save fuel and reduce landing fees leaving them under powered for the amount of seats they have crammed in. One wonders with fuel saving being the pilots number one priority what their policy is for flying around thunderstorms and volcanic ash, but I guess we already know parent company SQs policy on war zones so you have your answer.
The crew refused to contact Singapore to delay the Bangkok leg (something that I have seen Air Asia do many times), they really wanted us to miss it, the BK flight even left 5 minutes early! So we missed it by 20 minutes. Off we went to Transfer desk E where the staff were surrounded by a crowd of angry people some without Scoot Thru who were shown the door to the $200 plus Air Asia flight. Prior to this we had checked that there were 4 tiger flights available before the next Scoot flight and Scoot had on its Scoot Thru terms this statement.
• "No worries: You’ll be put on the next Scoot or Tiger flight, without extra charge, should the connecting flight be delayed."
Wrong again, Scoot staff refused to put us on any of the Tiger flights despite seats being available on all of them; instead they gave us boarding passes for the next Scoot flight 24 hours later! This meant as one of our party was travelling on a non Singapore visa on arrival passport we were stuck in the transit lounge for 24 hours savouring the delights of the pay by the hour Transit Hotel whilst our pre paid Bangkok accommodation went up in smoke.
Now here’s the real kicker item 9.6 of the conditions of carriage, if you miss your connection due to any reason at all, Scoot will cancel your return ticket ( and re- sell it presumably) unless you contact the call centre within 48 hours and have them put a notation on the return that you still want it. Simple you may think get the Scoot transfer staff to do this. Wrong, we got flicked again and also they would not supply and insurance letter re the flight delay. We were directed to ring the call centre. This invloved an expensive phone call from Singapore to the Australian number which then diverts back to the Philippines call centre and the battle with English as a second language staff who did not seem to understand their own conditions of carriage. We are still waiting on the insurance letter, good luck people have posted they have waited more than 6 months for credit vouchers that have a six month expiry.
Hidden away on the Scoot web site is the Australian Passenger flight disruption policy, which over rides their terms and conditions of “No refunds under any circumstances” policy and also the NSW registered Australian ABN 85 155 097 322, so obviously people are taking them on and winning at the small claims tribunal otherwise they wouldn't have a special policy for Australians. You will need this info when your flight gets cancelled.
Their 41 year old New Zealand CEO recently told the Sydney Morning Herald that they would be cancelling some Australian routes due “softness” in the market caused by the weak Australian $. Our Gold Cost flight was only half full. I suggest he might take a closer look at how his company treats its customers. They are operating the same way that Tiger tried to for 6 years in Australia despite cherry picking the best routes failed to make a profit before being taken over by Virgin. If you treat your customers with contempt sooner or later you will get taken over or go out of business or at the very least if your government props you up end up cancelling routes.
PROS: Great Value if you like hanging round in departure and transit lounges whilst your pre booked travel costs go up in smoke.
CONS: When they stop flying Air Asia prices will go up.
"Changed flights twice, time between to short for connection, no communication"
We originally booked a return trip to Bangkok from Singapore. Our original return flight left us with almost a full day to connect with a flight home to the Gold Coast. That flight was cancelled and a new flight had been assigned to us with barely over 2 hours to connect for the flight home. Then they sent a notice two months later that they cancelled the flight to BKK and gave us a flight to DMK with less that two hours to connect. We have found the connects to take a very long time in the past. We cannot communicate with the airline. I have been on telephone hold for 30 minutes, finally getting frustrated and emailing. All emails are immediately returned as un-deliverable I can only assume that the company is in financial trouble and we are going to be left out in the cold on these flights. We are very, let me emphasize, very dissatisfied.
"Disgusting Rip Off"
I upgraded our Gold Coast/Singapore return BUSINESS CLASS flights for an EXTRA $700 pp as a surprise birthday present for my wife.They really meant CATTLE CLASS!Our outgoing flight the staff were impolite, discourteous and rude,imagine our joy when given a very small water followed by a meal that was absolutely minuscule in size and pitiful in both quality & content,for what we paid Scoot a total of ($2700),we received 1000% better food and service on the Vietnamese Airlines flight from Singapore/HC Minh city. On our return, SCOOT slugged us an additional $10 to book our luggage in early, with the staff hiding behind this management directive, non of whom could be found when we protested about another blatant rip off !
So to the faceless management of Scoot be assured that I will relate this PATHETIC experience to as many travel review sites and travellers that I can find, words cannot describe my utter disgust and contempt that this (not so) cheap but very nasty disgraceful Scoot experience has left us with. NEVER AGAIN and thanks for destroying my wife's birthday present.
"Frequent Flight Cancellation, Worst Ever Call Centre"
I am student travelling frequently between Gold Coast and Singapore. Since Scoot started its operation, three of my flights had been cancelled. That reflects how "good" their planning is! This company often hides behind their own so call NO CASH REFUND policy.
In the latest OOL/SIN flight cancellation, I was offered travel voucher that takes approximately 6-8 week STANDARD processing time according to call centre. STANDARD?! But the airline has no gut to stipulate it on their carriage terms & conditions or website.
Since first contacted their call centre on mid January 2014, I have yet to hear from them about the travel voucher with only 6 months validity. It's now mid Apr 2014. Twice the promised period has elapsed, and how long more am I expected to wait?! Multiple calls were made via prepaid card, and each time was told to be "more understanding" after 20 minutes or so wait. More empty promises like expediting and calling back were given but never happen. When dropping them a feedback online, they used big words like "maintain professionalism" which added on to my frustration.
Come on Scoot, the voucher worths less than A$200! Why risking your brand with all these procrastination?!
p/s: Your PROMISE-to-You "http://www.flyscoot.com/index.php/en/in-flight/our-promise-to-you.html" is a big slap on your face!
"Worst Customer Service Ever"
It take Scoot more than 2 weeks to respond to an email. They have taken almost a month to process a refund request with no progress being made. I think they have 2 people working at their so called "customer service" department. They say they will call you back at on a certain day but never do. I would pay twice as much for a fare to avoid dealing with these people again.
Use Scoot at your own risk.
"Worst flight experience"
I am a very disgruntled first-time passenger on Scoot and to be honest, unlikely to travel with any budget airlines anymore with this experience being the absolute last straw. I got an email about flight timing reschedule from 1250 to 1310 on 5Feb about my flight on 15Feb. However when I arrived at the airport on 15Feb, the board reads the departure time to be 1555. IT IS SIMPLY IRRESPONSIBLE, not even a website announcement or a prior email about it. Even their ground staff was simply untrained to handle such things. There were no apologies made, nor any explanations. What a complete disappointment and definitely ranks on the top of my worse flight experiences and I fly very often. I have not heard one positive feedback from friends and family about Scoot before I flew and now that I have personally experienced it myself, I am sad to say they had been right and you have continuously lost many customers with your poor handling of delays and flight situations. The handling of luggages was also the worst I have ever experienced
"Cheap but needs work or new senior management"
Check in at Perth was fast thorough and efficient and friendly .Have done about 8 trips with Scoot and every Perth Sing sector has been a delight .Only to be Spoiled by dreadful web interface and food on other sectors .Help desk and website in my opinion are the two major cuases of Scoot negativity .That and the underhanded sly interline fiasco with Tiger.The lack of transparency and accountability when something goes wrong is mind boggling. Scoot seem to be in love with bling more than standards .Example advertising to "join the mile high club" this weeks effort .
Cabin crew are improving every time I fly with them But service desk and help centre appear to lack even elementary product knowledge .The food on Sing BKK sector although said to be premium was a disgrace both in presentation and health standards Avoid the so called Chicken & Mushrooms saw neither chicken or mushrooms just a soggy grey watery mess on uncooked rice .Cabin staff & the writer had a very pleasent chuckle and the level of service and offer of another meal was appreciated .But not game to risk opening nother surprise Seat both stretch and biz are comfortable for a 5 or 6 hour sector Any longer and I go with full service carriers . Cmpbell the so called CEO needs to do a complete overhaul of the Web interface and help sysytem and not hide all the charges .Just make it intuitive rather than hide &seek would avoid many pax problems (often bought on by the pax expectations and not drilling down the many levels of weasel clauses and charges )
Cabin Crew and Perth Sing sector 10/10 for the cost .All other scoot ports especially if tiger is involved avoid like the plague. So much so that I just binned the return sectors and booked on ful service airlines TG & CX & QF all of them gave a sigh of relief compared to scoot and only a few bucks more when coming back to Perth direct Under $60.Difference .Scoot lift your game or you will have cabins full of empty seats for sure . Even if your Dreamliner4s arrive :)
"Scoot/Tiger baggage sting"
My booking with Scoot, is from Sydney to Manila via Singapore. The on my ticket, Sin to Manila leg, Scoot is using its sister airline Tiger Air.
When I made an online booking on Scoot website, I upgraded my baggage to 20kgs for a small fee. When I received my itinerary, I found out that the 20kgs baggage is for the Syd to Sin only, and the Sin to Mnl is only 15kgs with Tiger. There was a small note saying that if I wanted to upgrade my baggage, I have to contact the partner airline directly.
I tried to upgrade my baggage using the Tiger Air website but it won't let me do it saying that my booking was made through a partner airline. So I decided to contact Tiger by telephone directly and spoke to a customer service person.
The Tiger customer service person upgraded my baggage from 15kgs to 20kgs for a fee of AUD$5. I even ask him if that's all I have to pay and he replied "yes".
I left Sydney Dec 25, 2013 for Singapore. My connecting flight to Manila with Tiger was 2am the next day. When I check-in with Tiger, the counter staff said I still owe S$70 (singapore dollars). I asked them what the fee is for and she said there is no details. She referred me to the supervisor and he said the same thing that there is no detail was the fee was for but he said that I should pay for it.
Fearing that I would miss my flight, I decided to not argue anymore and paid S$70 using my credit card.
I think this is a scam perpetrated by Scoot/Tiger to fleece unsuspecting customers. Beware of connecting flight using Tiger with Scoot.
I will report this matter to the NSW Fair Trading so this "scam" should be stopped.
Scoot is a dishonest airline and it is never a good idea to deal with dishonest businesses.
A year ago, we were downgraded by scoot die to their own computer breakdown and fault from the yellow to blue seats. When we protested, in the usual scoot manner, we were dealt with very rudely by the ground staff. After a whole year of my chasing them for the refund and finally with the involvement of nsw fair trading, they have admitted that they owe me the refund and have agreed to pay but claim that they can't process the refund into my credit card account (which I found from my bank to be untrue) - and have sent me some declaration to sign with my bank account details. Of course, I am not signing any blank declaration nor am I giving my bank account details over email to anyone let alone such a dishonest organisation. So, the battle continues. My advise to everyone is to NOT let scoot rest. Take it up with the small claims courts. The only way scoot will stop doing this to other passengers is if it costs more to be a crooked dishonest airline than it is to run an honest business. Make them pay.
There is a reason why scoot air does not have online check in. Because they would dock $130 for your baggage if your hand carry bag is slightly overweight. My recommendation just fly traditional plane instead of budget. British airways would give you better worth for your money.