Scoot apologises for sending mass email detailing COVID-19 restrictions for Singapore to Guangzhou flight

Scoot apologises for sending mass email detailing COVID-19 restrictions for Singapore to Guangzhou flight

scoot spam
A screenshot of the email dozens of people received on Tuesday (Aug 25) even though they were not booked on the Scoot flight. 

SINGAPORE: Low-cost carrier Scoot apologised to customers on Tuesday (Aug 25) after mistakenly sending a mass email that was meant only for passengers booked on a flight from Singapore to Guangzhou. 

The email, which details new COVID-19 travel requirements, was for passengers of flight TR100 which is scheduled to depart on Sunday at 5.15am, said Scoot on Tuesday afternoon.

However, it was mistakenly sent to customers who were not booked on the flight, the airline added.

CNA readers said they were sent multiple copies of the same email, with one person receiving more than 30 notifications.

In response to CNA's queries, a Scoot spokesperson said the company is investigating the matter.

"Scoot sincerely apologises for this oversight and our highest priority is establishing what transpired and rectifying the errors," said the spokesperson.

In an updated statement on Tuesday night, Scoot said the email was "erroneously sent" to a distribution list containing customers who travelled with Scoot in the past, or who have future bookings with the airline.

This arose due to "human error" and was not a data security or hacking incident, said Scoot, adding that no new booking was created from the email.

"There was also no leak of sensitive personal information; the personal information that was included in the erroneous email was limited to the first name and booking confirmation ID, and the erroneous email was sent to the email address associated with the original booking," said Scoot.

"We would also like to assure customers that no third party was sent an email with their personal information."

If a customer made a booking for someone else, they might see the other party's first name in the email instead, said the company.

Scoot said it will conduct an internal review into how to "further strengthen (its) internal processes".

The airline also said it has informed Singapore’s Personal Data Protection Commission of the incident and contacted all affected customers to explain what happened.

From Aug 28, passengers on all China-bound flights have to take a nucleic acid test five days before boarding and they must test negative for COVID-19.

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Source: CNA/kv(ta)