Refunds, rebooking offered to passengers affected by Covid-19 outbreak: Scoot
Scoot customers wishing to postpone their travels owing to the coronavirus outbreak are encouraged to change their flights by May 31, 2020.
We thank Ms Vianna Cheryl Loh for her feedback (“Covid-19 outbreak: Airlines should be more flexible about cancellations, refunds”; Feb 20).
Scoot is cognisant of the surge in passengers who are seeking to change their travel plans in view of the growing scale of Covid-19.
We have temporarily suspended our mainland China routes since Feb 8 and provided refunds.
On routes where relevant authorities have imposed travel restrictions, we have provided refund and rebooking options.
For all other routes, we have rolled out an automated solution for passengers to move their bookings to a later date at their convenience through web or mobile self-service, so that they do not have to contact our call centre.
As Ms Loh pointed out, this has been in place since last Wednesday (Feb 19), for flights from Feb 20 onwards.
Customers are encouraged to make changes to their flights by May 31, 2020, for travel till March 27, 2021.
CLARIFICATION: This letter has been updated to reflect Scoot’s clarification that affected customers may rebook their flights for travel by March 27, 2021, instead of March 31, 2021.
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