With immediate effect, Scoot has launched a self-service refund option on its website for all customers with bookings made on or before 15 March 2020, for travel dates until 31 May 2020.
As the COVID-19 outbreak continues to develop globally and more travel advisories are put in place by governments, we understand that customers are grappling with uncertainty and wish to change their travel plans.
Scoot has therefore enhanced its “Manage My Booking” portal on their website to include a self-service refund button. Scoot have developed a video to help people through the process, 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.
As of 12 noon on 18 March 2020, 24 hours since the launch of the portal, over 24,000 refund requests have been submitted and over 8,500 customers have already received their refunds.
Book with Confidence Policy
For all bookings made 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 Scoot customers with the flexibility to defer or change their travel plans in view of the current situation, which is unprecedented and has been developing very quickly.
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. We therefore strongly encourage customers to manage their own bookings via our self-service portal, “Manage My Booking” or contact Scoot via our online feedback form, Facebook Messenger or Weibo page for any flight requests or queries.
Scoot will continue to assess the impact of COVID-19 on global air travel in the coming weeks and respond accordingly.
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