Scoot is committed to getting to your destination on time. However, sometimes flights can be delayed or cancelled due to bad weather, technical problems, operational issues or other factors. Scoot tries to limit disruptions within its control as much as possible. If delays or cancellations do occur, we will do all we can to minimise the disruption to you.
Scoot's Conditions of Carriage set out your options when flights are delayed, rescheduled or cancelled. In addition to those options, if as a result of factors within our control:

• Part A: your flight is delayed to the extent that you have to cancel your travel; or
• Part B: we make a significant change to the scheduled flight time which is not acceptable to you and we are unable to book you on an alternative flight which is acceptable to you.

you may elect to not take the flight and instead claim a full refund of the fare for the unflown flight, together with any taxes or charges you may have paid in respect of that flight.

Overbooked Flights

We take all possible care in managing our flight bookings. However, due to operational reasons, flights can become overbooked. If a flight is overbooked, we will first ask for volunteers to change to another flight. If there are not enough volunteers, we may need to change passengers to another flight. If this happens to you, provided you have complied with our check-in and boarding requirements, we will rebook you on the next available flight on our services at no additional cost to you. Alternatively, if you decide not to travel we will refund your fare and any other taxes or charges you may have paid to us for the affected flight.

In either case, we will also provide you with a travel voucher that you can redeem towards travel on any Scoot flight within 24 months to apologise for any inconvenience.

Claiming refunds

Consumer guarantees and your right to a remedy under the Australian Consumer Law (ACL). The ACL provides consumers with a basic, guaranteed level of protection for services that they acquire, including:

(a) guarantee as to due care and skill;
(b) guarantee as to fitness for a particular purpose ; and
(c) guarantee as to reasonable time for supply.

If these consumer guarantees are not met for a relevant service we provide (including where a delay or cancellation constitutes a breach of the consumer guarantees), you may be entitled to a remedy under the ACL.

Whether a delay or cancellation will constitute a breach of the consumer guarantees will depend on your circumstances, including:

(a) the length of the delay
(b) the reason for the delay or cancellation
(c) whether we remedied the delay or cancellation (e.g. where we are able to place you on another flight within a reasonable time). Please note that what constitutes a reasonable time will depend on the circumstances and may not be the same each time you travel.

The remedy available to you (e.g. a refund) will depend on whether the failure to comply with the guarantee is major or minor. A failure to comply with a guarantee is a major failure if a reasonable consumer would not have purchased the services had they known about the nature and extent of the failure or where the services are substantially unfit for purpose for which services of the same kind are commonly supplied and cannot be remedied easily within a reasonable time.

In certain circumstances, you may also be entitled to compensation for reasonably foreseeable losses caused by the failure.”

Please contact Scoot Customer Centre at 61 2 9009 0860 or submit an online request to us for further assistance.

For China Passenger Flights

Overbooked Flights (China)

Airline flights may be overbooked. 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.

If a flight is overbooked, we will first ask for volunteers who would be willing to change to another flight. If there are not enough volunteers, one or more passengers may be denied boarding. If this happens to you, provided you have complied with our check-in and boarding requirements, we will rebook you on the next available flight on our services at no additional cost to you. Alternatively, if you decide not to travel, we will refund your fare and any other taxes or charges (excluding 3rd party products & services) you may have paid to us for the affected flight. In either case, we will also provide you with a travel voucher that you can redeem towards travel on any Scoot flight within 24 months for any inconvenience arising from you being denied boarding.