At Scoot, we strive to deliver a great flight every time. There will be times however, where things don't go according to plan. Usually, these moments are due to our stict adherence to flight safety standards or external factors such as weather or air traffic delays. Regardless of the reasons for your travel disruption, it's important you understand your rights and responsibilities.
Scoot is empowering travellers like never before, but with this comes a greater responsibility to make your own decisions! We highly recommend you purchase comprehensive travel insurance so you can 'Scoot' with peace-of-mind. To top it off, we've taken the time to publish our guest promise so you know exactly what you can expect from us. It's not ‘fine-print’, but rather our straightforward and sincere commitment to you.
Don't spend hours trawling so-called low-fare websites. Spend less time searching and more time organising all the fun stuff you'll do at your destination! When it comes to getting Scoot's best fares, we guarantee you will find them on FlyScoot.com. You can book your tickets online or via our call centre.
Furthermore, we understand that even the best of us may make mistakes in the excitement of booking for our holidays. If you have made a mistake, do not fret for we will waive change fees* for any flight date/time changes or changes to your personal details within 12 hrs from the time of your purchase.
*Fare difference top-ups will still apply, where applicable.
Scoot endeavours to notify customers of all significant delays and cancellations. Our Call Centre is open 24-7 all year round. Mandarin and Japanese-speaking customer service staff will be on standby to take your calls whenever help is needed. For a full listing of our Call Centre details, click here. Other frequently asked questions or self-help can be found on our website.
If things don’t go as planned
Nobody likes delays, but unforeseen events or weather conditions can sometimes keep you grounded longer than you'd like. We'll do our part to ensure that we don't contribute to delays, but in the rare case that a delay is attributable to our actions, for delays beyond 4 hours, a SGD50 travel voucher** will be yours. For other direct costs such as hotel and ground transport expenses, we recommend that you always be covered by travel insurance.
**Not valid if you did not travel
If we stand you up
If we cancel your flight due to a controllable irregularity and inform you of the cancellation less than 24 hours before departure, we'll ensure that you get the next available seat on a subsequent Scoot flight within 48 hours at no additional cost and we will give you a SGD150 travel voucher for future travels.
If for any reason we cannot provide you with a flight within the next 48 hours, in addition to the SGD150 voucher mentioned earlier, we’ll offer you travel voucher equivalent to your itinerary value^.
If we inform you of your flight cancellation more than 24 hours before departure, please refer to our Conditions of Carriage for more details.
^For countries where refunds are mandatory, we'll offer you a refund equivalent to the value of your itinerary.
If you miss your flight
If you were unable to catch your outbound flight, Scoot reserves the right to cancel any return flight in the same booking without compensation. You are given 48 hours from the departure time of your outbound flight to contact Scoot to confirm you will be on any return flight in the same booking. For other direct costs such as hotel and ground transport expenses, we recommend that you always be covered by travel insurance.
If on-board goodies aren't delivered
If any on-board ancillary product you’ve pre-ordered cannot be delivered, and if no viable alternatives are offered, you may claim a SGD20 travel voucher.