Scoot announces to offer voucher refunds for the full value of bookings made on or before 15 March 2020, for travel up to 31 May 2020, with immediate effect. These vouchers are valid for 12 months and can be used for rebooking travel at a later date when customers can firm up their new travel plans.
Scoot will be launching a self-service portal for all eligible customers to obtain such voucher refunds. The portal will be ready within a few days and Scoot will update customers via the airline’s website, social media channels and email notifications.
Scoot has enhanced the “Manage My Booking” portal on its website to include a self-service refund button, which will allow customers to submit their refund requests online at their convenience. The refunds, in the form of Scoot travel vouchers, will be processed within 30 business days. Customers who booked their flights through third-party booking channels or travel agencies are advised to contact the relevant channel or agents for assistance.
Customers are encouraged to only contact regarding the voucher if their flight is departing in the next 72 hours, as it would be easier for them to use the self-service portal once it is ready.
For all bookings made on the website, mobile app or WeChat mini booking site between 15 March and 31 May 2020, Scoot will also extend a one-time free date change (fare difference may apply). For these bookings, the one-time free date change can be utilised up to four hours before scheduled flight departure time, for travel up till 31 March 2021.
These policies will support customers with the flexibility to defer their travel plans in view of the current situation, which is unprecedented and has been developing very quickly.
Due to the high volume of requests, the airline is aware that it has taken longer than usual for customer service agents to respond, and sincerely apologises for the inconvenience caused.
Currently, with effect from 17 March 2020, Scoot’s call centre based in the Philippines, providing English, Japanese, Korean, Bahasa Melayu, Bahasa Indonesia, Vietnamese, Thai, and Tamil language support, has had to suspend operations as a precautionary measure by the Philippines government.
Scoot therefore strongly encourage customers to manage their own bookings via the online self-service portal, “Manage My Booking” or contact Scoot via alternative channels such as its online feedback form, or via Facebook Messenger or Weibo page for any flight requests or queries.
Scoot will continue to assess the impact of the Covid-19 outbreak on global air travel in the coming weeks.