Are you a Scoot customer and encountered a problem during your last trip? It could be a flight delay or cancellation, or lost baggage… It could also involve missing miles from your KrisFlyer account.
In these situations, you must file a claim for the inconvenience, and Scoot will be required to process your claim and reimburse or even compensate you if you meet the eligibility requirements.
How to submit a claim to Scoot?
A claim with Scoot can take two forms:
– Online Form
Practical, you can submit a complaint or a refund request via this online form.
Scoot has established guidelines for the handling and management of passenger requests and complaints online, in which passengers can specify the subject of their complaint: reservation, baggage, flight disruption, mileage refund request, etc.
You must receive a response within 10 business days from the date you submitted your complaint.
– By phone
If you wish to contact Scoot customer service regarding a complaint, a phone number is available.
So, if you wish to file a complaint with the Singapore airline, obtain information about a route, fares, or request a refund, you must now call: +65 6329 1420 in Singapore.
Consult the complete list of Scoot global contacts here and find the number corresponding to your country/region.
When Should You Make a Claim to Scoot? Different scenarios
If you have suffered an inconvenience while traveling on Scoot lines, you can make a claim to defend your rights:
Delayed, lost or damaged baggage
Unfortunately, this situation frequently occurs at airports around the world. Passengers can’t find their baggage, or it’s damaged or arrives late. In such a situation, Scoot travelers are encouraged to file a claim with Scoot.
– Claim deadline:
Damaged Baggage: Within 7 days of the flight’s arrival date, to be filed directly with Scoot customer service or the baggage service desk at the airport.
Delayed and lost baggage: If baggage is delivered late or is found to be damaged by the passenger, the passenger has fourteen days (in accordance with the Warsaw Convention) or twenty-one days (in accordance with the Montreal Convention) from the date of receipt to file their baggage claim.
Lost Baggage: You must go directly to the Lost & Found desk at the arrival airport to report the loss of your baggage. This service prepares a claim form and then provides the passenger with a receipt indicating the flight details.
If the baggage is ultimately found, the airline must deliver it to the passenger at the address provided in the claim. Otherwise, if the baggage is not found after a three-week search, it is declared lost. In this case, the passenger must submit a compensation claim to the airline as soon as possible.
Delayed, canceled or overbooked flights
Looking back at airline consumer rights in Singapore, passengers experiencing flight delays or cancellations have the following rights:
In the event of a delay of more than 2 hours: Passengers have the right to cancel their reservation and receive a full refund, or a travel voucher worth 120% of the ticket price.
In case of cancellation: The passenger is entitled to assistance including meals and accommodation (in a hotel near the airport, including transportation to/from the airport) + an alternative flight (traveling in the same travel class as originally booked).
Claim Compensation : Rights of passengers traveling from Europe
No one is luckier than passengers booking flights with Scoot departing from a European Union country, who subsequently experience delays or cancellations due to a technical problem, a pilot strike, or other reason attributable to the airline.
Currently, arrival delays of 3 hours or more are compensated. Depending on the flight distance, passengers can receive between €250 and €600 in compensation. This measure is made possible by rulings of the Court of Justice of the European Union, provided that the delay or cancellation is attributable to the airline.