For Scoot passengers, one of the biggest inconveniences they can experience is the loss of their baggage at the airport, a situation that affects all passengers, even those traveling in First and Business class.
Furthermore, the financial costs associated with baggage retrieval remain high, not to mention the inconvenience of losing the contents of a suitcase during a trip.
Passengers must assert their rights
Scoot is responsible for the safe arrival of baggage at its destination; any incident, such as loss, destruction, or delay, must therefore be compensated. According to both the Montreal and Warsaw Conventions, the carrier is liable for damage caused by the destruction, loss, or damage to checked baggage only if the event that caused it occurred on board the aircraft or during the period when the checked baggage was in the carrier’s custody.
Luggage problem? File a claim at the airport
– Lost Baggage
If you are unfortunate enough to lose one or more suitcases, or even other baggage, at the airport, it’s a good idea to know your rights and how to assert them.
- Request a Baggage Irregularity Report
If your baggage is lost, you must provide written proof. It is important to do this before leaving the airport to prove that the loss occurred on site and not after you left the terminal.
Go to the Scoot airline counter and request a Baggage Irregularity Report (PIR). Without this duly completed document, no further action will be taken.
The Singapore airline will keep a copy, and you will keep another copy, which you must include in your subsequent claim, along with your boarding pass and baggage receipts.
Baggage tracking
Scoot provides you with a tool to track the status of your baggage online: In the search bar of your browser, type: www.flyscoot.com/baggagetracer
- File a claim online: If you are unable to file a claim at the airport, you must prepare your baggage claim file (fill out this form) and submit it to Scoot Customer Service within 7 days of your arrival at the airport.
To submit your claim online, complete this form, or create your claim file and attach this form (please complete it carefully) to send it to Scoot Customer Service by email.
Contact details for Scoot’s baggage service and lost and found office:
|
Country |
Phone Number |
|
|
Singapore |
+65 6597 4500 | baggage_enquiry@sats.com.sg |
| Australia |
|
|
|
Melbourne |
ENG: +61 2 9169 4485 ZH: +61 2 9169 4494 |
baggageservices@dnata.com |
|
Perth |
ENG: +61 2 9169 4485 ZH: +61 2 9169 4494 |
|
|
Sydney |
ENG: +61 2 9169 4485 ZH: +61 2 9169 4494 |
|
|
Greece (Athens) |
+30 210 3530560 or +30 210 3530 564 | athlostandfound@skyserv.aero |
|
Austria (Vienna) |
+43 720117566 |
lostandfound_vie@aas.aero |
| China |
|
|
|
Changsha |
Baggage Tracing: +86 731 84799650
Lost & Found: 86 731 84799345 |
csxll8x@126.com |
|
Fuzhou |
+86 59128013184 / +86 59128013194 |
|
|
Guangzhou |
+86 20 8612 0849 | |
| Zhengzhou |
+86 371 58518831 |
|
|
Hangzhou |
+86 0 571-8383-7181 | |
| Haikou |
+86 898 6996 6702 |
|
|
Jinan |
+86 53182086397 | |
| Kunming |
+86 87167093614 |
|
|
Nanchang |
+86 791 8765 2586 | |
| Nanjing |
+86 25 52480476 |
|
|
Nanning |
+86 771 2881323 | |
| Ningbo |
+86 57489008580 |
|
|
Shenyang |
+86-2431929099 | |
| Tianjin |
+86 0 22 24906927 |
|
|
Qingdao |
+86 0 532 83788361 | |
| Xi’an |
+86 29 88796541 |
|
|
Wuhan |
+86177 0723 8773 |
|
|
Hong Kong |
+852-3902 9000 |
satshk_lostandfound@satshk.com |
|
India |
||
|
Amritsar |
+91 9988076766 | scoot.atq@aiasl.in |
| Chennai | +91 8122244897 |
maa.tr@aiasl.in |
|
Coimbatore |
+91 94869 03303 | gh.cjb@aiasl.in |
| Thiruvananthapuram | +91 8086855085 |
lostandfound.trv@aisats.in |
|
Tiruchirappali (Trichy) |
+91 9865975417 | gh.trz@aiasl.in |
| Visakhapatnam | +91 9000295597 |
gh.vtz@aiasl.in |
|
Indonesia |
||
|
Jakarta |
+62 81314611020 | |
| Balikpapan |
+62 8115992757 |
|
|
Denpasar (Bali) |
+623619351171 | |
| Kertajati | / |
baggage.handling@gapura.id |
|
Lombok |
+0853 3907 1917 | |
| Manado |
+62 82292664411 |
|
|
Pekanbaru |
085272556604 | |
| Surabaya |
+6281233145389 |
|
|
Makassar |
+62 821 9042 7151 | |
| Yogyakarta |
+62 811 5987 097 |
|
|
Padang |
+62 822-8810 0121 |
ll.pdg@gapura.id |
|
Japan |
||
|
Okinawa |
+ 81 90 8826 8921 | oka.bags@Swissport.com |
| Osaka (Kansai) | +81 72 456 5041 |
|
|
Sapporo (Hokkaido) |
+81 123 46 2681 | |
| Tokyo (Narita) |
+81 70 6569 8217 |
|
|
South Korea |
||
|
Seoul (Incheon) |
+82 32 743 2526 | icn.ll@swissport.com |
| Jeju | +82 7042875390 |
ats_flt@atservice.co.kr |
|
Laos (Vientiane) |
+85 621 5110 080 | |
| Macau |
853 2886 1111 EXT.1204/1205 |
|
|
Malaysia |
||
|
Ipoh |
+605 3138039 | |
| Kuching |
+60 192758069 |
|
|
Kuantan |
+060 95393829 | |
| Kuala Lumpur |
+603 87785787 |
|
|
Subang (Kuala Lumpur) |
/ | gtr_szb_groundops@groundteamred.com |
| Langkawi | +604 9559141 |
|
|
Miri |
+6085615025 | |
| Penang |
+604 6301020 |
|
|
Kota Kinabalu |
+60 88413406 | |
| Sibu |
+6084 307808 |
|
|
Philippines |
||
|
Cebu |
+63 920242 4134 | |
| Clark |
+63 917 309 0630 |
|
|
Manila |
+63 908 105 5443 | |
| Davao |
+82 297 1403 or +639 999363194 |
|
|
Iloilo City |
+63 9618631651 |
|
|
Saudia Arabia (Jeddah) |
+966 55 566 52293 | |
| Taiwan (Taipei) |
+886 3 351 7771 |
|
|
Thailand |
||
| Bangkok |
+66 213 443 57 or +66 213 443 58 |
|
|
Chiang Mai |
+6653 922461 | |
| Hat Yai |
+66 74 227 264 |
|
|
Koh Samui |
+6693 6972411 | |
| Krabi |
+66 611720510 |
|
|
Phuket |
+66 64707 7372 |
|
|
Vietnam |
||
|
Da Nang |
+84 916253675 | lostandfound-dad@sags.vn |
| Hanoi |
+84 4 35876514 |
|
|
Ho Chi Minh City |
+84 972684564 | |
| Phu Quoc | +84 963975644 |
lostandfound.pqia@gmail.com |
– Delayed Baggage
If your baggage is not delivered to you on the same date as your arrival at the airport, you must immediately file a formal written claim with Scoot. From the time you receive your claim, the airline has 10 days for domestic flights or 14 to 21 days for international flights to return your baggage or officially report it as lost.
Therefore, if after this period you still cannot find any trace of your baggage, you must file a new lost baggage claim.
The airline has 7 to 35 business days to respond to any compensation request:
– 7 days for damaged baggage
– 21 days for delayed baggage
– 21 days (+ 2 weeks tracking): for lost baggage
How much is the compensation?
The amount of compensation awarded to the passenger will be determined based on the weight of the baggage, with a fixed price per kilogram of checked baggage.
Liability limits are set in SDRs (Special Drawing Rights). Therefore, if Scoot confirms that the baggage was lost or suffered significant damage, it owes the victim compensation in one of the following amounts:
– Montreal Convention: 1,288 SDRs, which is equivalent to 2,482 SGD or 1,933 USD.
– Warsaw Convention: 22 SDRs/kg, which is equivalent to 42 SGD or 32 USD.
If the value of your personal belongings exceeds 1,288 Special Drawing Rights (SDRs), it is advisable to make a special declaration of value at check-in: an airline representative will examine the contents of your baggage to make an inventory. This procedure incurs a fee, usually a percentage of the declared value. However, for valuable baggage such as jewelry, it is strongly recommended.
How to increase your chances of not losing your luggage at the airport?
A suitcase contains personal belongings, souvenirs, etc.; hence the importance of the challenge of lost baggage for airlines. Despite progress over the past decade, more than three million pieces of baggage are lost every month around the world. So, it’s conceivable that this unfortunate incident has happened to you or will happen to you one day. That’s why we’re sharing some tips with you to avoid this inconvenience:
Travel with as little luggage as possible
To avoid losing your luggage, the best solution is not to take any at all! When the traveler has the opportunity, especially on a short trip, they can willingly limit themselves to carry-on baggage. This will save them a few dollars on booking fees, avoid waiting at the final airport, and ensure they don’t have any unpleasant surprises. Of course, in most cases, this option isn’t an option, especially if they’re going away for a long time.
If the traveler still decides to take checked baggage, a little trick would be to bring it in their carry-on baggage. This could help them survive a day after arrival, in case their luggage doesn’t arrive at the same time!
Customize your luggage!
After this precaution, the most preventative measure passengers can take to avoid losing their suitcase is to make it unique. Customize a suitcase so it’s easily recognizable. By making it stand out from the slew of dark and drab luggage, travelers are much less likely to see it end up in a corner of the airport.
Label your suitcases
There’s also another practical solution to make packing easier: labeling them! Although this operation can be done at the airport, two labels are better than one. Simply place them on a clearly visible side of the suitcase, along with all the necessary information (personal contact information and flight number).
Take photos of your luggage
If your suitcase is lost, you’ll need to communicate with the appropriate authorities at the airport. If you don’t speak their language, it will be difficult to make them understand your problem and report the dispute. So, instead of wasting time trying to describe it in incomprehensible language, you should show them photos of the lost suitcase.