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Covid-19 Customer Servicing Policy

Thg12 22, 2021, 16:44 CH
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As travel restrictions and measures remain dynamic, we understand that your travel plans may evolve too. Here are other ways to request assistance.

  1. For general booking enquiries, customers may reach out to us via here. Customers will receive an email once their request has been reviewed.
  2. Customers with bookings made through Singapore Airlines and ticket numbers beginning with 618 should contact Singapore Airlines directly for assistance.
  3. Customers with bookings made through a travel agency or other third-party platforms should contact these parties directly for assistance. Do note that these parties may charge additional fees, depending on the terms and conditions of the booking.

In general, Scoot tickets are non-refundable unless there are exceptional circumstances as per our Conditions of Carriage Section 4.2 and 4.5. To request a refund, please submit your refund request submit through our webform with supporting documents for review. Please select these options when submitting the webform:

Case Category: Enquiry
Sub-Category 1: Refund
Sub-Category 2: <To select as appropriate>    

Customers with existing bookings that meet the conditions for refunds will be refunded via the original mode of payment or via a 120% travel voucher.Refunds exclude costs charged by or for third party products and services.

We will do our best to process refunds that meet our eligibility2 criteria within 30 business days3. Customers are advised not to submit duplicate requests for any given booking to avoid delays to the refund process. For your convenience, you will receive an email notification once a refund has been completed, and you do not need to contact us directly to check the status of your refund.

Customers who may not be eligible for refund and would like to rebook their flights on alternative dates may do so via Manage my Booking.

1 Travel vouchers provide you with the opportunity to make a booking anytime and to any destination within the Scoot network. Valid for 24 months from the date of issue. Not applicable for group bookings or bookings originally paid for with vouchers.

2 Refund requests that do not meet the criteria of our refund and servicing policy or are incomplete, will be rejected.

3 Credit card refund timelines may vary by bank. Customers are advised to wait for up to two weeks after receiving a refund confirmation email from Scoot, to validate the refund status with their respective banks.

For flights cancelled by Scoot due to operational requirements or other unforeseen circumstances, customers can be assured that our Customer Service team will get in touch with them via email and/or SMS to provide assistance. Customers are advised to provide their latest contact details when making their bookings. Customers with bookings made through a travel agency or other third party platforms should contact these parties directly for assistance.