Contacting Scoot

[Sparkles]

Need to talk to some one, other than a machine, about a March booking. 2 x 30 minute calls to the Thai number resulted in no answer and it takes then a min of 10 days to reply to an email.

I know they are a budget carrier but very frustrating. Anyone experienced this and any helpful suggestion ?

[David48]

Well ... let me first say ... I want to give you a HUG!

I am at my wit's end dealing with this mob.

I have an outstanding issue for over now 2 months and I get stonewalled at every opportunity.

I have, over the past 2 months have emailed them more then 10 times and on the phone, maybe 4 times.

The last phone call lasted 89 min ... 1 1/2 hours ... I piss you not. It's become personal now and I am so angry ... ... during that call, when I was speaking to their 'Customer Service Operators' ... I was put on hold for ..

1 minute ... No

5 mins ... No

10 mins ... No

30 mins ... twice

Yes, 30 mins ... twice. Once when the Customer Service Operator had to read through my file then, when, I actually convinced the Customer Service Operator to get a Supervisor.

How bad is their service?

I have to be honest, if it wasn't personal (I like to win) ... I'd give up.

If your loss is say under $100 ... stop now. Your blood pressure and those around will thank you.

If I costed my time at say $25 an hour ... I would have spent more then $300 chasing this. The actual cost in phone calls has been maybe $30.

They finally offered me a $20 voucher which has to be used within 6 months. This will take 8 weeks to process ... I fly with them in 6 days time.

[desmondspencer]

i roll the dice whenever i do any booking with budget carriers.

fingers crossed, eyes crossed, if i could, i'd even cross my toes

simply bombard them with emails every morning & afternoon.

calls would be good, phones on speaker would save your burnt ears too.

i'm sure they'd eventually return a call or an under-appreciated email

take it easy

[Sparkles]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

[David48]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

Mate, you've read my post above ... so you know where I'm at.

If your concern is the credit card ... RELAX!

That mostly refers to bookings with THAI Airlines.

In the maybe 20 times I've flown with either AirAsia or Scoot ... I've never been asked for the Credit Card.

Don't worry, everything will be fine from that aspect.

[Sparkles]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

Mate, you've read my post above ... so you know where I'm at.

If your concern is the credit card ... RELAX!

That mostly refers to bookings with THAI Airlines.

In the maybe 20 times I've flown with either AirAsia or Scoot ... I've never been asked for the Credit Card.

Don't worry, everything will be fine from that aspect.

Hope you are right

[moojar]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

Mate, you've read my post above ... so you know where I'm at.

If your concern is the credit card ... RELAX!

That mostly refers to bookings with THAI Airlines.

In the maybe 20 times I've flown with either AirAsia or Scoot ... I've never been asked for the Credit Card.

Don't worry, everything will be fine from that aspect.

Hope you are right

I agree - I've had six or seven check-ins with Scoot, never been asked to show my credit card. Although the booking and credit card were in the same name...

[David48]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

Mate, you've read my post above ... so you know where I'm at.

If your concern is the credit card ... RELAX!

That mostly refers to bookings with THAI Airlines.

In the maybe 20 times I've flown with either AirAsia or Scoot ... I've never been asked for the Credit Card.

Don't worry, everything will be fine from that aspect.

Hope you are right

Just come back and share your experiences once the flights completed.

[Chao Lao Beach]

I never had to show a credit card, even after the Scoot booking service accused me of high risk of fraud resulting limits on my card

Are you having problem paying? (Scoot accepting)

They use a UK based verification process, (a window pops up with a .uk website). I was booking from a Thai IP address with a Australian credit cards. Each time I tried to book, (after filling out pages of info on their site) it would not process. The Australian banks worked it out finally. Actually the big bank was <deleted> useless, a small credit union worked out what was happening.

The fraud protection company that Scoot used flagged the transaction as suspect fraud or high risk, even though the name of the card was the same as the name of the ticket. It rejected the transaction and instantly reported it to Visa who put a $50 limit of purchases automaticly, one was a debit and the ATM cash function still worked though). This $50 limit stayed on and is only able to be taken off by Visa at the request of the bank. I ended up getting that lifted and used the card using an Aust IP address.

I have lots of things that come off those cards each month like insurance etc that were all rejected thanks to the Scoot booking which was a real pain in the arse.

Personally, due to many reasons, that trip on Scoot was very problematic compared to many Issue free Air Asia trips. I am not saying I will never fly with them again, but it would have to be more than $400 less than other options to use them for me. In the end, it would have been absolutely cheaper buying a Thai, Cathay or Qantas ticket, I kid you not with what happened. (Changed dates due to an emergency) ($800 fee plus higher ticket prices BKK - OOL)

Tip, try calling at midnight, that was the only time I got through to speak to a person with 'Scoot-et' with 'Scoot-i-tude' in a reasonable time frame.

[Sparkles]

Yes my friend did originally have a problem using his credit card from Oz .First try it would not accept the payment but the next morning it did.He was actually in the process of contacting his credit union to find out what was going on when it came through.

Their phone hours do not include midnight but as they wont even answer during the times on their web site maybe its worth a try.

I thought an airline coming out of Singapore, would be slightly more sophisticated in its methods, especially customers service but just proves I was totally wrong.

If we ever get to fly there, and back, I will report. Actually a friend from Oz did the same trip 10 months ago and never had a problem with anything.

Thanks for the advice everyone.

[Chao Lao Beach]

Here are 24/7 numbers http://www.flyscoot.com/index.php/en/contact-us

The $15 check though is worth it. One a plus side, Changi airport is good to kill time in.

Ex OOL, about half way, just when most people started dozing off, they played a really stupid quiz game, with questions like, what is the name of this plane? What colour are the hosties uniforms etc, bt at FULL VOLUME with high pitch screaming "Ding a line a dong tin tin music". Really Bizare stuff !

[Sparkles]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

Mate, you've read my post above ... so you know where I'm at.

If your concern is the credit card ... RELAX!

That mostly refers to bookings with THAI Airlines.

In the maybe 20 times I've flown with either AirAsia or Scoot ... I've never been asked for the Credit Card.

Don't worry, everything will be fine from that aspect.

Well after 15 days I finally got an email from Scoot confirming that it is ok to use a third parties credit card and it was not a requirement to show it at check in confirming what I had been told on this forum. I will of course print off a copy, of their reply, and take it with me ,trusting soul that I am

[Sparkles]

I regret booking with them but the price was good. I live in Chiang Mai and being retired I don't have a credit card so I booked using a friends,well he did it actually, and we of course re embursed him.Now I have been told,by previous users of this airline, that you must present the credit card at check in time. The saving was almost 50% of other airlines but when you cant actually talk to a real person, it drives me nuts.They quote at least 10 days to reply to an email,we are now in day 12,,and the Thai office is uncontactable ,what a joke....on us.

Mate, you've read my post above ... so you know where I'm at.

If your concern is the credit card ... RELAX!

That mostly refers to bookings with THAI Airlines.

In the maybe 20 times I've flown with either AirAsia or Scoot ... I've never been asked for the Credit Card.

Don't worry, everything will be fine from that aspect.

Hope you are right

Just come back and share your experiences once the flights completed.

Well back in Thailand and for what its worth a thumbs up for SCOOT.

Planes, 777's, appeared to be new and on board service,check in, etc was polite and efficient.

We left Bangkok some 40 minutes late,runway congestion the Oz pilot informed us, and I was concerned that we hadn't paid for Scoot thru so a worry was would we have adequate time to make it through customs and check in again to catch the connecting flight to Sydney ? (2 hour window)

As I was musing this potential problem and reading the in flight magazine I noticed that the guy pushing the duty free trolley was no other than the CEO Campbell Wilson whose photo was in the magazine. I stopped him and explained the problem and his solution was this "I will get one of the staff to bring you up to the front of the plane well before landing" (there were quite a few empty seats up front and we were sitting in the very back row) and I will escort you through the process " which he did.

So 10/10 for a CEO who is obviously hands on.

Returning from Sydney through Changi, with a 15 hour stay over we booked the bags through to Bangkok and stayed in the Airport Hotel.

Just a word on Changi v Bangkok. Changi is quiet,clean and efficient .After landing at Bangkok and trying to find our Hotel p/u who had lost our booking it was a total shambles .I had guys trying to sell me anything from a limo ride to Pattaya to some overpriced hotel on Sukumvit. Of course they think you are a first timer and are quite persistant. I understood the touts had been kicked out but they wern't on this particular evening. Swampy has well and truly outgrown itself and was poorly designed in the first place and now I hear the airport rail link to Pyathai is to be out of service for maintenance for ONE YEAR....TIT

I would,despite the communication problems on their emailing and phone contact would have no hesitation in flying with them again,overall quite impressed and they didn't lose our bags !

[Sparkles]

Mean't to mention that a few days after our return a survey was received, by email, from Scoot which I duly filled out. I think for a relatively new airline they are trying to get it right and listening to passengers.

[oldsailor35]

I would'nt back your chances with anything SCOOT and that includes flying on time , have had 5 hours delay, or delayed baggage. On the night of 21/02/2014 SCOOT managed to loose my baggage for 5 days, eventually found it in Singapore ! It is now getting towards the end of April and after several phone calls and emails SCOOT have finally sent me a form for compensation, hoping to recover some of the extra expense incurred. This after SCOOT told me that they are a low cost airline and so do not have to pay anything, and after i payed them extra to make sure that they routed my baggage direct from the Coolangatta flight to the Bangkok flight, thus saving me any problems ! The form came via SCOOT'S agents Charles Taylor in Singapore. However i doubt i will get anything as they just about want me to re-trace the flight with tickets, baggage tags, boarding passes and receipts etc., apparently all subject to them paying me anything. I know that it really is'nt worth the postage stamps, but i am going to continue on principle. I will keep all prospective SCOOT passengers informed through TV.

Sparkles just happened to be a "lucky" passenger, unlike the passengers who were on my (5 hr late) flight. Most of them missed connections to Europe and other world destinations and like me were shunned by SCOOT at Changi. We all had to get overnight hotel accommodation in Singapore with no help from the disinterested SCOOT staff. Sparkles must have been lucky to have been there on a "publicity" night. What a fortunate SCOOP for SCOOT, especially finding such a gullible passenger !

[oldsailor35]

I would'nt back your chances with anything SCOOT and that includes flying on time , have had 5 hours delay, or delayed baggage. On the night of 21/02/2014 SCOOT managed to loose my baggage for 5 days, eventually found it in Singapore ! It is now getting towards the end of April and after several phone calls and emails SCOOT have finally sent me a form for compensation, hoping to recover some of the extra expense incurred. This after SCOOT told me that they are a low cost airline and so do not have to pay anything, and after i payed them extra to make sure that they routed my baggage direct from the Coolangatta flight to the Bangkok flight, thus saving me any problems ! The form came via SCOOT'S agents Charles Taylor in Singapore. However i doubt i will get anything as they just about want me to re-trace the flight with tickets, baggage tags, boarding passes and receipts etc., apparently all subject to them paying me anything. I know that it really is'nt worth the postage stamps, but i am going to continue on principle. I will keep all prospective SCOOT passengers informed through TV.

Sparkles just happened to be a "lucky" passenger, unlike the passengers who were on my (5 hr late) flight. Most of them missed connections to Europe and other world destinations and like me were shunned by SCOOT at Changi. We all had to get overnight hotel accommodation in Singapore with no help from the disinterested SCOOT staff. Sparkles must have been lucky to have been there on a "publicity" night. What a fortunate SCOOP for SCOOT, especially finding such a gullible passenger !

Incidentially ! i took my 2nd and last flight with SCOOT as they offered us $50 off our next flight, but it was not really available !

[Sparkles]

I would'nt back your chances with anything SCOOT and that includes flying on time , have had 5 hours delay, or delayed baggage. On the night of 21/02/2014 SCOOT managed to loose my baggage for 5 days, eventually found it in Singapore ! It is now getting towards the end of April and after several phone calls and emails SCOOT have finally sent me a form for compensation, hoping to recover some of the extra expense incurred. This after SCOOT told me that they are a low cost airline and so do not have to pay anything, and after i payed them extra to make sure that they routed my baggage direct from the Coolangatta flight to the Bangkok flight, thus saving me any problems ! The form came via SCOOT'S agents Charles Taylor in Singapore. However i doubt i will get anything as they just about want me to re-trace the flight with tickets, baggage tags, boarding passes and receipts etc., apparently all subject to them paying me anything. I know that it really is'nt worth the postage stamps, but i am going to continue on principle. I will keep all prospective SCOOT passengers informed through TV.

Sparkles just happened to be a "lucky" passenger, unlike the passengers who were on my (5 hr late) flight. Most of them missed connections to Europe and other world destinations and like me were shunned by SCOOT at Changi. We all had to get overnight hotel accommodation in Singapore with no help from the disinterested SCOOT staff. Sparkles must have been lucky to have been there on a "publicity" night. What a fortunate SCOOP for SCOOT, especially finding such a gullible passenger !

I was asked by david48 ,post number 8,to report on this forum, my first time experience with Scoot.

According to you I am "gullible" and "lucky" as my experience, as a first time Scoot user, with my wife and 200 other passengers were positive.

Your offensive remarks maybe born out of your frustration, or your lack of intelligence, have no bearing on our experience

Scoot would carry 1000's of passengers per day and if they are as bad as you claim I think, through this forum, and others we would have heard about it in greater numbers.

As for a Scoot "publicity stunt" only myself ,my wife and the CEO would have known about his assistance, it was very low key.

You are not the first person to have problems with a new airline, nor will you be the last.I remember well when Air Asia started up they had all sorts of problems.lack of spare aircraft and baggage handling problems.I got delayed 5 hours in Udon Thani as no plane was available.I still use them and find that a lot of previous problems have been ironed out.

Finally Scoots price, Bangkok to Sydney, was exactly HALF the price of the quoted fare from Thai Airways, which is our usual carrier on that route. I have no doubt Scoot like AA will be successful even without your patronage.

[oldsailor35]

Hi all,

Referring to my previous posts regarding SCOOT the low cost subsidary of SINGAPORE AIRLINES.

My luggage was delayed 4 days on flight from Cooloongatta to Bangkok via Singapore. After many phone calls etc., bag was located in Singapore and forwarded to Bangkok. On asking for some compensation to cover my costs of 4 days in Bangkok with nothing ! I continued my journey to Samui.

SCOOT first said that as they were low cost, they did not have to pay anything. In principle i continued to phone and email them and eventually they referred me to their agents in Singapore, Charles Taylor. A claim form was forwarded to me which i returned on 16th April including their claim number, baggage label, and boarding pass with details of my extra expenses.

To date i have heard no more, not even acknowledgement of receipt.

I guess that all this exercise of sending forms and other details was just a 'smokescreen' to shut me up

If this is the way that SCOOT look after their clients, they are not worth dealing with and should be avoided.

The flight with the Low Cost SCOOT cost me more than the flight with Thai Air normally does.

Warning, be aware of SCOOT they are not reliable and could cost you more than you bargained.

[oldsailor35]

Sparkles, this was my second and final flight with SCOOT. You were obviously lucky. The first flight was 5 hours late an event which i am informed is quite normal with SCOOT. On that flight there were many passengers who were linking with flights to Europe but all missed their connections.

SCOOT arrived in Singapore on that flight mid evening , but staff just did not want to know turning their backs on their passengers. like me , all had to find overnight accommodation without any help from SCOOT whatsoever

What a good airline, and yes, they will do alright as the fare is very good, my point is "beware" is it really worth it. I am a frequent flyer with Thai Air. and have never had any problem in ten years. So good luck with your wonderful SCOOT, although i doubt that luck will last for too long.

[oldsailor35]

Well one thing for sure is that SCOOT does read this as within 12 hours of my post yesterday i received an email from SCOOT acknowledging receipt of my application form.

So the message is, don't bother with the never ending exercise of trying to contact SCOOT, just post your complaints here.

SCOOT has given me more "hoops to jump through"

1) They want me to submit my itenerary, this despite the fact that i have already forwarded the date, time and booking number of my flight and that there is only one SCOOT flight from Coolangatta per day ?

2) Receipts of the goods which i bought, which i do not have, not everything is considered in times of stress. However it must be plainly obvious that one needs such things as underwear, socks, shorts ,shirts and toiletries, which had to be purchased due to SCOOT's incompetence.

3) They stressed that they will not pay for accommodation even though i was told by the lost property office to return daily, as the bag will turn up !

With all respect and consideration, i stayed in a very cheap hotel in Suk Soi 8. ( could'nt sleep in the streets) once again due to SCOOT's incompetence with baggage handling. I did not try to claim back the extra money which they charged me to "safely" route my bag through Singapore to the Bangkok fight, or the money i lost having to cancel my Bangkok Airways flight to Koh Samui and pay for another after my bag was located.

It is clearly obvious that they are looking for a way out of accepting responsibility for delaying my bag by 4 days which i received on Samui 5 days after my arrival at Suvarnabumi.

SCOOT's motto should read................Why go to a casino to gamble...Just fly SCOOT !