Requesting a flight ticket refund from Scoot is easy. Simply visit the Scoot website or mobile app and fill out the dedicated claims form.
Several passengers have already experienced undesirable situations while preparing to take their flight with Scoot: a family problem, a work accident, an illness preventing them from taking their long-awaited flight… Indeed, in these situations, Scoot’s policy is clear: in the event of cancellation, their plane ticket will not be refunded unless the booked fare includes a Flex option such as the Scoot Flex or ScootPlus fare.
Scoot is now reimbursing passengers who have had to cancel their departure at the last minute due to medical reasons or the death of the passenger and a close relative, or if the disruption is actually caused by the airline (technical failure, bad weather, strike, etc.).
Request a refund from Scoot in a few easy steps
If you believe you are entitled to a refund from Scoot, you can do so by submitting your request via this online form.
If you are unable to fly with Scoot due to your health, you must provide proof of your situation by attaching a medical certificate to your refund request containing the following information:
– Date of issue and duration for which the passenger will be unable to fly
– Name of the doctor issuing the certificate and their medical ID, including the name of the hospital or clinic and their contact information
Similarly, passengers must follow the same restrictions if they are unable to use their flight ticket due to the death of a close family member.
After reviewing the passenger’s request (which can take up to 10 days), Scoot customer service will respond to provide them with a travel voucher for the amount of their original booking.
Processing reimbursement requests may take twenty days from the date they are submitted.
After submitting your refund request, the passenger will be able to track the status of their file online.
Flight delayed or canceled by Scoot: Other possible forms of refund
Here are some scenarios in which your refund requested from Scoot may take other forms:
Cancellation or delay of more than 2 hours for reasons attributable to the airline: Technical failure, cabin crew strike, etc.
In this case, affected passengers are entitled to board another flight to their destination, either with Scoot or a partner airline. In the meantime, that is, while waiting for their alternative flight, they are entitled to full care, including food and accommodation.
Otherwise, if an alternative flight is not available, passengers will be entitled to:
– a travel voucher equivalent to 120% of the cost of their unused flight ticket.
Or:
– A sum of money paid to the original payment method (corresponding to 100% of the booked ticket price)
Cancellation or delay of more than 2 hours for reasons beyond the airline’s control: Bad weather, air traffic control strike, airport breakdowns, runway problems, etc.
Passengers are entitled to travel on an alternative route serving their destination or a destination within the same country, and will be covered by their airline throughout the waiting time.
In the absence of the first option, the second option consists of a full refund to each affected passenger, in the payment method used to pay for their reservation.
Other cases where Scoot owes you a full refund
– The aircraft breaks down and no aircraft replacement will take place
– The flight schedule is changed less than 24 hours before the scheduled departure when the new schedule is inconvenient for the passenger.
Purchase travel insurance
When booking your flight with Scoot, you can purchase cancellation insurance covering these circumstances.
Other ways to contact Scoot customer service
Use online chat: Start an instant chat with Marvie, Scoot’s chatbot (Available daily from 9:00 a.m. to 11:00 p.m.)
Contact the Scoot call center by calling the number corresponding to your country:
Southeast Asia:
- Singapore: +65 6329 1420 (English)
- China: +86 2160 665 440 (English)
Oceania:
- Australia: +61 3 9999 7487 (English)
Europe:
- Austria: +43 720 775987 (English)
- Germany: 0800 000 1872 (English)
- Greece: 800 0000 135 (English) / +30 210 99 42,567 (Greek; from 9am to 5pm).