Our Promise To You

Our Promise to You

At Scoot, we strive to deliver a great flight every time. There will be times, however, where things don't go according to plan. Usually, these inconvenient moments will be due to our stringent adherence to flight safety standards or external factors such as weather or air traffic delays.

Whatever the reason for a disruption to your travel plans, it's important you understand your rights and responsibilities. Scoot is empowering travellers like never before, but with this comes a greater responsibility to make your own decisions! We highly recommend you purchase comprehensive travel insurance so you can 'scoot' with peace-of-mind. To top it off, we've taken the time to publish our guest promise so you know exactly what you can expect from us. It's not ‘fine-print’, but rather our straightforward and sincere commitment to you.

Are you ready for take-off??

As a responsible globetrotter, you should always ensure a hassle-free trip by following the 3 golden rules of travel preparedness.

  1. Have at least 6 months validity on your passport. With less than 6 months validity, we may not able to fly you to your destination.
  2. Obtain the necessary visas and travel permits for the country you are travelling to.
  3. Buy comprehensive travel insurance. 

FlyScoot.com prices can’t be beaten.

Don't spend hours trawling so-called low-fare websites. Spend less time searching and more time organising all the fun stuff you'll do when you get there! When it comes to getting Scoot's best fares, we guarantee you will find them on www.FlyScoot.com. You can book your tickets online or via our call centre. Furthermore, we understand that even the best of us may make mistakes in the excitement of booking for our holidays. If you have made a mistake, do not fret for we will waive change fees for any flight date/time changes or changes to your personal details within 12 from the time of your purchase.

*Fare difference top-ups will still apply, where applicable.

We’ll keep you in the loop.

Scoot will make our best effort to notify customers of all significant delays and cancellations. Our Call Centre is open 24x7 all year round. Chinese (Mandarin) and Japanese-speaking customer service staff will be on standby to take your phone calls whenever help is needed. For a full listing of our Call Centre details, click here. Other relevant information you will need can also be found here on www.FlyScoot.com.

Customers with special needs:

To keep fares as low as possible, Scoot has simplified and standardised all processes. However, we have not forgotten that some customers have special needs. If you require special assistance on any of our flights please call our Call Centre and we'll help you make the necessary arrangements with our on-ground partners.

If things don’t go as planned:

Nobody likes delays, but unforeseen events or weather conditions can sometimes keep you grounded longer than you'd like. We'll do our part to make sure that we don't contribute to delays, but in the rare case that a delay is attributable to our actions, for delays beyond 4 hours, a SGD50 travel voucher will be yours.

For other direct costs such as hotel and ground transport expenses, we recommend that you always be covered by travel insurance.

If we stand you up:

If we cancel your flight due to a controllable irregularity, and inform you of the cancellation less than 24 hours before departure, we'll ensure that you get the next available seat on a subsequent Scoot flight within 48 hours at no additional cost and we will give you a SGD150 travel voucher for your travels in the future. If for any reason we cannot provide you with a flight within the next 48 hours, in addition to the SGD150 voucher mentioned earlier, we’ll offer you travel voucher equivalent to your itinerary value**.

If we inform you of your flight cancellation more than 24 hours before departure, please refer to our Conditions of Carriage for more details. 

 **For countries where refunds are mandatory, we'll offer you a refund equivalent to the value of your itinerary.

If you miss your flight:

If you were unable to catch your outbound flight, Scoot reserves the right to cancel any return flight in the same booking without compensation. You are given 48 hours from the departure time of your outbound flight to contact Scoot to confirm you will be on any return flight in the same booking.

On-board goodies:

If any on-board ancillary product you’ve pre-ordered cannot be delivered, and if no viable alternatives are offered, you may claim a SGD20 travel voucher.