Anytime, Anywhere Assistance

In addition to our traditional customer support channels, such as our – call centre and email support –, social media is another key channel through which customers choose to interact with us. In 2018, understanding that consumers were increasingly spending more time on social media channels, Scoot set up a dedicated in-house social media customer servicing team to provide customer service support on Facebook, Instagram, Twitter and WeChat, as well as communicate time-sensitive information and provide quick responses and instant service recovery for customers.

In 2018, Scoot introduced M.A.R.V.I.E. (Most Awesome Resourceful Virtual Intern Ever), a customer service chatbot where customers can search for their flights, manage their bookings, and receive customer support through a mobile-first approach. Available on Facebook Messenger and selected pages on the Scoot website (without the need to log onto a Facebook account), the chatbot handles common customer queries in English and Chinese, and there are plans to develop it to support more languages and platforms. It allows Scoot to free up our customer service agents to handle more complex tasks, thus offering better support to customers.

In May 2021, Scoot introduced live chat support for customers through our website. With live chat, customers can have real-time, text-based conversations with our live chat agents anytime, anywhere on their own device. Customers can be transferred to live chat through Scoot's chatbot M.A.R.V.I.E. when their query is not resolved to their satisfaction. By immediately following up with assistance by a live chat agent for more complex issues, customers can continue to receive support seamlessly, without having to switch to email or call centre.

In March 2019, to improve communication to passengers during flight disruptions, Scoot launched a mobile-friendly online portal for customers affected by delayed flights. Affected customers can log in to the platform with their booking reference number and name to access real-time information about their delayed flight as well as any meal, ground transport or accommodation arrangements prepared for them.

Scoot has been moving customer service processes to automated online self-service options where feasible. Customers can make selections at their own convenience, thereby improving processing time.

For example, on occasions where schedule or operational changes require us to seek volunteer passengers who can be flexible with their travel dates, passengers can self-serve from their mobile device. Responses are instant, processing time is reduced, and the overall customer experience improved. Other customer service processes that have been converted to automated self-service options include flight refunds and missing baggage tracking.

In the unfortunate event that checked luggage goes missing, passengers can track their case directly through Scoot’s third-party baggage tracking service, after filing a baggage report. To simplify the recovery process, passengers can also update their delivery and contact information to receive notifications on the status of their baggage recovery.