Special Assistance

Flights departing from and arriving at non-US airports

Guests who require Special Assistance

Here are details for guests who require special assistance. For more specific info on whether these precautions apply to you, refer to our FAQs on ‘Special Needs & Assistance’.

To request for special assistance, you may also complete this form.

Guests with Disabilities

While we may provide assistance, including wheelchairs and high lift (where available at the airport), from check-in to boarding to seating, guests must still be able to travel reasonably independently, including the ability to self-medicate, eat and toilet. As with any airline, there are limits on the assistance we can provide due to crew capacity, aircraft size, occupational health and safety rules and safety policies.

Please note that remote bay may be assigned to Scoot from time to time where level-entry boarding and deplaning are not available.

If you cannot travel reasonably independently, we may require you to travel with an accompanying passenger to provide the additional assistance you require.

If you have mobility issues that affect your ability to board or leave the aircraft without assistance, or are hearing or vision impaired, you must notify Scoot through our Call Centre, preferably at the time of booking or at least 48 hours before your departure date - whichever is earlier.

In the case of movement- and vision-impaired guests, we will waive the Call Centre booking fee.

Failure to notify us in the specified timeframe may result in the service being unavailable at the airport and you being denied carriage.

For safety reasons, if you require assistance to and from the aircraft even though you are travelling with your own wheelchair, you will be required to check in your wheelchair as checked baggage upon departure. We will be able to provide assistance to and from the aircraft. Your wheelchair will be returned to you at the baggage claim belt upon arrival. Please note that there may be a charge for this service.

You are also reminded to check in early for your flight, at least 2 to 3 hours before departure.

The following charges per flight segment may apply (depending on departure port) for wheelchair and high lift assistance:

 Non-stop flights1-stop flights
Wheelchair SGD 35 SGD 70
High Lift SGD 200 SGD 400

Wheelchair charges include assistance between the airport and aerobridge/remote bay stairs. You must be able to walk up the stairs to the aircraft (if required) and make your own way to your seat.

High Lift charges include wheelchair assistance to the aerobridge/remote bay stairs, plus additional assistance onto/off the aircraft or to your seat (available at selected destinations).

For passengers bringing own battery-operated wheelchair, in preparation for your journey you may refer to the IATA regulations for the carriage of your battery-powered wheelchair.

Mobility aids such as crutches, canes (including those used by persons with impaired vision), and collapsible walkers are allowed in the cabin and must be securely stowed in the cabin overhead compartment, under the seat in front of you or approved stowage area (if available) before take-off, landing and when not in use. Carriage of mobility aids is subject to security screening and acceptance by local authorities.

Mobility and other assistive devices do not count toward your carry-on baggage limits.

For safety reasons, non-collapsible walkers are not permitted in the aircraft cabin and must be checked in. These walkers, when checked in, will not be counted as part of your checked baggage allowance.

Visual Impairment1

Guests with visual impairment may travel on Scoot flights, either independently or accompanied by a companion. A meet and assist service* is mandatory if you are not accompanied by a caregiver. Guests travelling independently must be able to take care of their personal needs. This includes being able to self-toilet, administer their own medication and eat or drink without assistance. Please contact our Call Centre at least 48 hours before departure so that our staff are aware and can provide the necessary assistance. This includes:

  • Assistance with seat assignment, if required;
  • Providing individual safety briefings, and
  • Assisting with identifying and opening meal packaging during the flight.

1Bulkhead seats and those on the emergency exit r ow will not be available to you.

Hearing impairment1

Guests with hearing impairment may travel on Scoot flights independently. Guests travelling independently must be able to take care of their personal needs. This includes being able to self-toilet, administer their own medication and eat or drink without assistance.

1Bulkhead seats and those on the emergency exit row will not be available to you.

Service Dogs

If you wish to bring a Service or Hearing Assistance dog on board, let us know when you book or at least 48 hours before your flight departure – whichever is earlier – through our Call Centre.

A meet and assist service* is mandatory if you are not accompanied by a caregiver. For safety reasons, we are only able to carry a maximum of two assistance animals on each flight.

servicedogs

* A meet and assist service is mandatory for visually impaired passengers who are not accompanied by a caregiver or are travelling with a service dog. A fee of SGD50 per one-way segment may be applicable for this service. This service provides assistance from check-in to boarding gate at departure, and from arrival gate to arrival hall upon arrival. For guests with a transit stopover, this service will provides assistance from arrival to transit immigration/security checks to boarding gate at transit station, in addition to services rendered at origin and destination stations.

Guests with Health issues

You must either be well enough to travel independently, or have an accompanying passenger to help you.

Some medical conditions may require you to get medical clearance before you fly with us. Simply complete the Medical Information Form (MEDIF) and submit to us online at least 5 working days before your flight departs.

Portable Oxygen Concentrators (POC) and Continuous Positive Air Pressure (CPAP) device1

We accept FAA approved portable oxygen concentrators (POC), as long as they fit into the limited space beneath your seat. Due to limited space area underneath seats, only the Lifestyle, Freestyle and Trooper POC models are allowed in ScootBiz. There are no restrictions on the approved list of POC models brought into Economy Class. Refer to FAA approved list of POCs models to check if your device can be used on your flight(s).

All continuous positive air pressure (CPAP) models can be used on board our flights.

For use during flight, your device (POC or CPAP) must fit under the seat in front of you. If your device is unable to fit under the seat, you may not use it during your flight but you can still carry it on board and stow it in the overhead baggage compartment.

Your POC or CPAP device will have to be self-powered using a gel or dry battery. We may not be able to provide inflight power supply for such equipment. Hence, please bring batteries to provide power for at least 150% of the flight time. For example, for an expected flight duration of 10 hours, you will need to prepare a battery supply for 15 hours. If each battery lasts for 5 hours, you will have to prepare 3 batteries.

Additional restrictions apply if your machine is powered by Lithium batteries. Please refer to the restrictions here.

The passenger is responsible for the operation of the POC / CPAP. Cabin crew will not be liable to operate the device on behalf of the passenger. During decompression, the passenger must switch over to drop down oxygen masks.

1Bulkhead seats and those on the emergency exit row will not be available to you.

Partner flights

If you have flights on your Scoot itinerary operated by our partner airlines, you may request special services on such flights via our partner airlines’ call centres. We are not able to facilitate special assistance for flights operated by our partner airlines.

 

Scoot flights departing from and arriving at US airports

Guests who require Special Assistance

All Scoot flights that starts or ends in the United States of America conforms to the United States Department of Transportation (DOT) requirements. For wheelchair and the other services, please refer to more information below or contact Scoot through our Call Centre.

To request for special assistance, you may also complete this form.

Guests with Disabilities1

Non-collapsible manual or battery-powered wheelchairs are accepted as check-in baggage and do not count toward your check-in baggage limits. These items can be returned to you at the aircraft door.

We make every effort not to disassemble your wheelchair; however, when necessary, we will disassemble and reassemble the equipment for passengers. You may bring along the user manual (if any) for your wheelchair and the batteries.

Please note that remote bay may be assigned to Scoot from time to time where level-entry boarding and deplaning are not available.

If you need to check-in battery-powered wheelchair / mobility aids, or if you are travelling in a group of 10 or more passengers with disabilities, please get in touch with Scoot through our Call Centre at least 48 hours before your flight departs.

You are also reminded to check in early for your flight, at least 2 to 3 hours before departure.

For passengers bringing own battery-operated wheelchair, in preparation for your journey you may refer to the IATA regulations for the carriage of your battery-powered wheelchair.

All Scoot aircraft operating to and from a US airport shall have a priority space in the cabin for stowage of one manual folding wheelchair. This space is available on a first come, first served basis. Wheelchairs stowed onboard take priority over other carry-on items brought onto the aircraft by other passengers enplaning at the same airport.

Mobility aids such as crutches, canes (including those used by persons with impaired vision), and collapsible walkers are allowed in the cabin, provided they are stowed in accordance with cabin safety requirements. These must be securely stowed in the cabin overhead compartment, under the seat in front of you or approved stowage area (if available) before take-off, landing and when not in use. Carriage of mobility aids is subject to security screening and acceptance by local authorities.

Mobility and other assistive devices do not count toward your carry-on baggage limits.

For safety reasons, non-collapsible walkers are not permitted in the aircraft cabin and must be checked in. These walkers, when checked in, will not be counted as part of your checked baggage allowance.

Our aircraft is equipped with a wheelchair that can be used to shuttle between your seat and the lavatory as well as wheelchair-friendly lavatories. Our seats also have movable armrests to make it easy for you to transfer between your seat and the wheelchair.

1Seats on the emergency exit row will not be available to you.

However, we are unable to offer these services:

  • Assistance with feeding of meals
  • Assistance within the restroom or assistance at the seat with defecation and/or urination functions
  • Provision of medical services
Should you require these services, we advise you to travel with a personal care assistant.

Visual and hearing impairment1

Our meet-and-assist service team is happy to take care of passengers with severe vision and/or hearing impairments, or cognitive disabilities at the airport, during pre-boarding, and with flight connections.

To make the necessary arrangements, please get in touch with Scoot through our Call Centre at least 48 hours before your flight departs.

You are also reminded to check-in early for your flight, at least 2 to 3 hours before departure.

However, passengers with sensory or cognitive disabilities are required to travel with a personal safety assistant if we are unable to establish an appropriate means of communication that enables our cabin crew to articulate the safety briefing clearly.

1Seats on the emergency exit row will not be available to you.

However, we are unable to offer these services:

  • Assistance with feeding of meals
  • Assistance within the restroom or assistance at the seat with defecation and/or urination functions
  • Provision of medical services
Should you require these services, we advise you to travel with a personal care assistant.

Safety Assistant

Scoot may require that a passenger with a disability travels with a safety assistant as a condition of providing transportation if Scoot determines that a safety assistant is essential for safety in the following circumstances:

  • When the passenger, because of a mental disability so severe, is unable to comprehend or respond to safety related instructions.
  • When the passenger has both a severe hearing and vision impairment and is unable to establish a means of communication with Scoot personnel sufficient to receive the safety briefing.
  • When the passenger has a mobility impairment so severe that the passenger is unable to physically assist in his or her own evacuation during an emergency.

Service Dogs / Emotional Support Dogs

Service dogs accompanying passengers with disabilities are allowed in the aircraft cabin, subject to country specific rules and regulations.

Your service dog will be regarded as unchecked baggage and will be carried without a charge, in addition to your cabin baggage allowance. Your service dog will not occupy a seat, and must be placed in a location that does not block escape routes in case of an emergency. Please provide moisture absorbent material, to be placed on the cabin floor underneath the dog at all times. A muzzle and harness are not necessary during the flight, but you are encouraged to have them available with you.

servicedogs

Please note that we may request to review your dog’s valid and current documentation if there is no indication of its service status (such as, for example, identification cards, presence of a harnesses / tags etc.) or if we require further information in accordance with the applicable regulations.

If your service dog is for emotional support and/or for psychiatric service, please ensure that you have with you your dog’s valid and current (i.e. no older than one year prior to the date of your scheduled flight) documentation on the letterhead of a licensed mental health professional. Such documentation shall have to be produced upon request.

Documentation requirements

  • State you have a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders
  • Show the need for emotional support or psychiatric service animal for air travel and / or activity at your destination
  • Proof of their licensing as a mental health professional or medical doctor (including date, type and state of license) and that you are a patient

If we are unable to validate your documentation or it was not received at least 48 hours before your flight, the animal may need to be checked and travel in a kennel.

Please note that you are solely responsible for preparing any relevant documentation as may be required by the relevant authorities for the entry of your service dog into your destination country.

Guests with Health issues

Some medical conditions may require you to get medical clearance before you fly with us. Simply complete the Medical Information Form (MEDIF) and submit to us online at least 5 working days before your flight departs.

Medical Certificates

Under certain conditions, you may need to present a medical certificate from a doctor if you have one of the following conditions:

  • You need medical oxygen.
  • You have a communicable disease or infection.
  • You have a medical condition where there is reasonable doubt that you cannot complete the flight safely without requiring extraordinary medical assistance during the flight.

If you do have one of these conditions, please obtain a medical certificate dated within 10 days of your flight from your physician to indicate your fitness to travel.

If you have a communicable disease or infection, the medical certificate must state any conditions or precautions we must take to prevent transmission of the disease or infections. The certificate must also state that the disease or infection is not communicable to other people on the flight.

To make the necessary arrangements, please get in touch with Scoot through our Call Centre at least 48 hours before your flight departs.

Portable Oxygen Concentrators (POC) and Continuous Positive Air Pressure (CPAP) device1

We accept FAA approved portable oxygen concentrators (POC), as long as they fit into the limited space beneath your seat. Due to limited space area underneath seats, only the Lifestyle, Freestyle and Trooper POC models are allowed in ScootBiz. There are no restrictions on the approved list of POC models brought into Economy Class. Refer to FAA approved list of POCs models to check if your device can be used on your flight(s).

All continuous positive air pressure (CPAP) models can be used on board our flights.

For use during flight, your device (POC or CPAP) must fit under the seat in front of you. If your device is unable to fit under the seat, you may not use it during your flight but you can still carry it on board and stow it in the overhead baggage compartment.

Additional restrictions apply if your machine is powered by Lithium batteries. Please refer to the restrictions here.

Your POC or CPAP device will have to be self-powered using a gel or dry battery. We may not be able to provide inflight power supply for such equipment. Hence, please bring batteries to provide power for at least 150% of the flight time. For example, for an expected flight duration of 10 hours, you will need to prepare a battery supply for 15 hours. If each battery lasts for 5 hours, you will have to prepare 3 batteries.

To check your flight duration and make the necessary arrangements, please get in touch with Scoot through our Call Centre at least 48 hours before your flight departs.

You are also reminded to check in early for your flight, at least 2 to 3 hours before departure.

The passenger is responsible for the operation of the POC / CPAP. Cabin crew will not be liable to operate the device on behalf of the passenger. During decompression, the passenger must switch over to drop down oxygen masks.

1Bulkhead seats and those on the emergency exit row will not be available to you.

Portable Dialysis Machines

Portable Dialysis Machines are permitted on flights departing from and arriving at US airports but may not be used during the flight.

Your Portable Dialysis Machines must be securely stowed in the cabin overhead compartment, under the seat in front of you or approved stowage area (if available) in accordance with cabin safety requirements.

Assistive devices do not count toward your carry-on baggage limits.

If your Portable Dialysis Machines cannot be transported in accordance with cabin safety requirements, these will be checked in and will not be counted as part of your checked baggage allowance.

To make the necessary arrangements, please get in touch with Scoot through our Call Centre at least 48 hours before your flight departs.

You are also reminded to check-in early for your flight, at least 2 to 3 hours before departure.

US Regulations for Non-Discrimination on the Basis of Disability

These regulations only apply to flights starting from or ending in the United States of America. These flights are covered under the US Department of Transport 14 CFR Part 382: Non-discrimination on the Basis of Disability in Air Travel: Final Rule.

You can obtain a copy of US DOT Part 382 final rule in an accessible format from the US Department of Transport through any of the following means:

  • By telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)
  • By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY)
  • By mail to the Air Consumer Protection Division, C-75, US Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590
  • From the website of Aviation Consumer Protection Division

Mobility Assistance

IATA regulations for the carriage of battery-powered wheelchair.

Battery Operated Wheelchair / Mobility Aids Requirements
Maximum height of wheelchair is 116CM for A320.
Non-spillable wet Batteries Non-Removable Battery
  1. Battery(ies) to remain in the device and securely attached to the Wheelchair/Mobility aid.
  2. The battery terminals must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals).
  3. The wheelchair/mobility aid must be switched off and protected from accidental activation.
Removable battery
  1. The battery(ies) must be removed. The Wheelchair/Mobility aid may then be checked-in without restriction.
  2. The removed battery(ies) must be protected from short circuit by insulating the terminals and carried in a strong, rigid protective packaging, provided by the passenger.
  3. The battery(ies) in the protective pouch must be checked in.
Spillable Batteries Wheelchair / Mobility Aid that can be stored in an upright position
  1. Battery(ies) to remain in the device and securely attached to the wheelchair or mobility aid by being enclosed within a battery container provided by the passenger.
  2. The battery terminals must be protected from short circuits by insulating the terminals (e.g. by taping over exposed terminals).
  3. The wheelchair/mobility aid must be switched off and protected from accidental activation.
Wheelchair / Mobility Aid cannot be stowed in an upright position
  1. The battery(ies) must be removed and carried in a strong, rigid, leak-proof packaging, which must be checked in. The wheelchair/mobility aid may then be checked-in without restriction.
  2. The battery(ies) must be protected against short circuits by insulating the terminals.
  3. The battery(ies) must be secured upright in a protective packaging and surrounded by compatible absorbent material.
  4. These packages must be marked “BATTERY WET, with WHEELCHAIR” or “BATTERY WET, WITH MOBILITY AID” and be labelled with the “CORROSIVE” label and with “Package Orientation” label to be provided by the PASSENGER.
Dry Cell Batteries
  1. No restriction.
  2. The wheelchair/mobility aid shall be checked in.
  3. The wheelchair/mobility aid must be switched off and protected from accidental activation.
Lithium Batteries Lithium batteries must be of a type which meets the requirement of each test in the UN Manual of Test and Criteria, Part III, subsection 38.3

Non-Removable Battery

  1. Battery(ies) to remain in the device and securely attached to the wheelchair or mobility aid by being enclosed within a battery container.
  2. The battery terminals must be protected from short circuits by insulating the terminals (e.g. by taping over exposed terminals).
  3. The wheelchair/mobility aid must be switched off and protected from accidental activation.
  4. No battery power rating (WH) limitation.

Removable Battery

  1. The battery(ies) must be removed and protected from short circuit by insulating the terminals. The wheelchair/mobility aid may then be checked-in without restriction.
  2. The removed battery(ies) must be protected from damage by placing them individually in a protective pouch, provided by the passenger and carried as cabin baggage.
  3. The battery terminals must be protected from short circuits by insulating the terminals (e.g. by taping over exposed terminals).
  4. The power rating of the battery must not exceed 300Wh*, or for devices fitted with two batteries, not exceed 160Wh each.
  5. A maximum of one spare battery not exceeding 300Wh, or two spare batteries not exceeding 160Wh may be carried. They must be carried as cabin baggage.
  6. *Watt hours (Wh) = Amp hours (Ah) x Voltage (V)