I had prebooked flights via their website from Bangkok to Singapore & Singapore to Sydney. I had travelled these same flights in 2013 & 2014. For some reason I was not able to (after 2 attempts on their website) to book my two 2015 flights as connecting on the one booking so I booked them separately. Subsequently Scoot cancelled my Singapore to Sydney flight which forced me to rebook free of any fee. However, I had to rebook my Bangkok to Singapore flight and pay a substantial fee to do so. This fee would have been avoided if my flights were connected on the one booking. I accepted having to pay this fee. I requested that now I had rebooked both flights that they be connected on the one booking reference. Advised this could not be done. Surely in this day and age of computerisation it could have. So much for customer service.
On Tuesday, 25 August I travelled to Don Mueang airport, Bangkok to take Scoot flight TZ301 departing at 8.45pm and arriving Singapore 12.05am. When this flight was displayed on the Departures Board it stated Flight Delayed.
As I showed my boarding pass to proceed to the aircraft a lady at the front desk stated, and I quote “Sorry to passengers who not receive email”. Upon being seated on the aircraft I checked my emails and confirmed that Scoot had failed to inform me that the scheduled departure time had been delayed.
As a consequence of this delayed flight, I arrived at Singapore and passengers were waiting to board my connecting flight. My attempts at the Transfer Desk to hold the flight failed. I failed to connect with Scoot flight TZ2 departing Singapore at 1.45am. I was forced to book and pay by credit card for the next flight departing 24 hours later. I lived in the transit lounge until the next flight. One day of my old age I won’t get back.
Upon returning to Australia I wrote to Scoot requesting a refund for the flight I had missed. If I had been given the courtesy of being informed that my Bangkok to Singapore flight had been delayed, I would certainly have taken appropriate steps to change my flight(s) and paid the applicable fees accordingly. I’m sure those passengers who had been informed by email of this delay would have had the ability to make flight changes if they so wished.
Regardless of the fact I did not have specific insurance for air travel, I was clearly discriminated against in regard to being informed of a flight delay (as other passengers were).
This is Scoot’s response:
“Sorry for any inconvenience caused. Please allow us to direct your attention to item 9.5 – CONNECTING FLIGHTS of our Conditions of Carriage that says, unless your travel involves connecting flights between Scoot and Singapore Airlines or SilkAir in the same itinerary, Scoot or its partner airlines will not be responsible for any costs or expenses you incur as a result of a missed connection with no exceptions even if your flights are in the same itinerary or if the misconnection was due to one of our flights being delayed. We strongly recommend you carry comprehensive travel insurance throughout your travels.”
I am fully aware, as a member of various travel websites, of numerous travellers who have been subjected to the pros and cons of Scoot’s Conditions of Carriage. Hence, I am sorry to Scoot, as I do not appreciate being discriminated against. I will NEVER ever travel or recommend Scoot again, on this or any other travel website or Expat websites throughout Asia.