Our Promise to You

At Scoot, we strive to provide a smooth and comfortable travel experience for all.

Sometimes things don't go according to plan. Usually, these moments are due to our strict adherence to flight safety standards or external factors such as weather or air traffic delays.

Our commitment to you is embodied in our guest promise so you know exactly what you can expect from us. We stand by these principles to ensure your satisfaction and peace of mind throughout your journey.

Unbeatable prices on this website

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, through our mobile app or via our Call Centre*.

To ensure a smooth banking process, look through our Scoot Booking 101 guide first! Scoot’s rebooking and cancellation policies, fare types, fees and aircraft seating configuration are available on our website and, upon request, from our Call Centre.

*Booking fee applies.
**Fare difference top-up may apply. Changes are not permitted for interline bookings, except connecting flights between Scoot.

Get timely updates

Scoot endeavours to notify our guests of significant delays and cancellations in a timely manner, either through email, SMS, website, social media or Call Centre. Our Call Centre is open 24-7 all year round, with English and other language-speaking customer service staff available to take your calls.

To ensure we can reach you, please provide your email address and a mobile number that can be reached globally. Note: Gmail may not work in China.

If you’ve booked your tickets through a travel agency, you can always contact our Call Centre to update* your contact details. Please refer here for the full listing of our Call Centre details. Other frequently asked questions or self-help can be found on our website.

*Excludes travel agencies’ groups booking. Changes to travel info will be communicated through the travel agency.

Overbooked flights

If the flight you are ticketed on is overbooked, we will provide you with information about our policies and procedures for handling situations when all ticketed guests cannot be accommodated on a flight, and handle guests denied boarding with fairness and consistency in accordance with our policies.


In the rare occasion when your baggage is delayed, we will make every reasonable effort to return mishandled baggage within 72 hours from the time it is reported and provide compensation for reasonable expenses associated with delayed delivery according to our policy, or as required by applicable international agreements. We encourage you to check our Conditions of Carriage for general exclusions on baggage claims before making a claim.


After receiving a completed refund application that meets our eligibility criteria, Scoot will process refunds within approximately 20 business days, or as otherwise required by law or government regulation.

Missed 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 travel on any return flight in the same booking, failing which, the return flight(s) may be automatically cancelled.

If on-board goodies aren't delivered

If any on-board ancillary product you’ve pre-ordered cannot be delivered, and if no alternatives were offered, you may claim a refund of the ancillary item purchased. This excludes changes performed by Scoot for safety reasons.

Your feedback is our priority 

We will always ensure responsiveness to your feedback. We will do our best to acknowledge a feedback within 30 days and provide a substantive response within 60 days of receiving it.