Scoot is offering voucher refunds for the full value of bookings made on or before March15, 2020, for travel up to May 31, 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 our website, social media channels and email notifications. Customers are encouraged to only contact us 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 our website, mobile app or WeChat mini booking site between March 15 and May31, 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 March31, 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, Scoot is aware that it has taken longer than usual for our customer service agents to respond, and we sincerely apologise for the inconvenience caused. Customers are encouraged to contact Scoot via alternative channels such as our online feedback form, or via Facebook Messenger. Customers who booked their flights through third-party booking channels or travel agencies are advised to contact the relevant channel or agents for assistance.
Scoot will continue to assess the impact of the Covid-19 outbreak on global air travel in the coming weeks.