Customer service plan

This Customer Service Plan has been introduced pursuant to the US Department of Transportation Final Rule on Enhancing Airline Passenger Protections II, and is applicable to all Scoot flight to and from the U.S.

  1. For bookings made through Scoot’s website, ticket counters or phone reservation line, we will offer the lowest fare available through that booking channel, which the guest is eligible for, based on the specified travel dates, flights and class of travel. We will advise you if a lower fare may be available elsewhere, if that is the case.
  2. On the rare occasion when your baggage is delayed, Scoot shall make every reasonable attempt to return mishandled baggage within 24 hours, compensate guests for reasonable expenses associated with delayed delivery as required by applicable international agreements, and refund any baggage fee the passenger paid if the bag is lost. If Scoot is unable to return mishandled baggage within 24 hours after making every reasonable effort, Scoot will recover the baggage as soon as possible thereafter and notify the guest of the baggage’s location and status as soon as possible.
  3. Scoot will provide prompt refunds after receiving a complete refund application, where ticket refunds are due, including any fees for optional services if you were unable to use the services due to an oversale situation or flight cancellation. Scoot will issue a refund within seven business days for credit card purchases and within 20 business days for purchases made by through other means.
  4. Scoot shall accommodate customers with disabilities as required by 14 CFR Part 382, and other special needs customers as set forth in Scoot’s policies and procedures, including during lengthy tarmac delays. This will include:
    1. Provision of wheelchair assistance for transportation to, from, and between gates;
    2. Boarding assistance;
    3. Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane; and
    4. Accommodation for certain medical requirements such as medical portable electronic devices.
  5. Scoot shall meet all essential needs of customers during lengthy tarmac delays, as provided in Scoot Tarmac Delay Contingency Plan.
  6. Scoot will inform you, upon your request, if the flight on which you are ticketed is overbooked. We also will provide information at all US airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight, and will handle passengers denied boarding with fairness and consistency in accordance with our policies and procedures for determining priority boarding.
  7. Scoot’s cancellation policies, aircraft seating configuration and lavatory availability are available on our website and, upon request, from our telephone reservation system.
  8. Scoot shall notify guests in a timely manner of changes to their travel itineraries.
  9. Scoot shall ensure responsiveness to consumer complaints. We shall acknowledge a complaint within 30 days of its receipt and provide a substantive response within 60 days of receiving it. For information about filing a complaint, please refer to Feedback & Enquiry.
  10. In the event of a significant delay, cancellation or misconnection, Scoot will, to the best of our ability, provide meals, accommodation, assistance in rebooking and transportation to the accommodation to mitigate inconveniences experienced by passengers resulting from such flight cancellations, delays and misconnections. Scoot will not be liable to carry out these mitigating efforts in cases where the flight cancellations, delays and misconnections arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism etc., but will do so on a best effort basis.
  11. Scoot will promptly notify our guests of significant delays, cancellations or diversions within 30 minutes of Scoot becoming aware of the change in the status of the flight. Scoot will provide this information in the boarding gate area for the flight, our website, and via our call centre upon inquiry. In addition, Scoot will also provide this notification via email or SMS to customers that have provided this information to Scoot.
  12. Scoot will allow consumers to hold a reservation without payment for 24 hours after the reservation is made at Scoot Call Centre or website for 24 hours after the reservation is made, as long as that reservation is made one week or more prior to a flight’s scheduled departure.