Anytime, Anywhere Assistance

In addition to our traditional customer support channels, such as our – call centre and email support –, social media is another key channel through which customers choose to interact with us. In 2018, understanding that consumers were increasingly spending more time on social media channels, Scoot set up a dedicated in-house social media customer servicing team to provide customer service support on Facebook, Instagram, Twitter and WeChat, as well as communicate time-sensitive information and provide quick responses and instant service recovery for customers.

In 2018, Scoot launched M.A.R.V.I.E. (Most Awesome Resourceful Virtual Intern Ever), a round-the-clock customer service chatbot designed to help customers efficiently address their enquiries. Since then, M.A.R.V.I.E. has gone beyond just answering general questions; it skillfully manages booking-related requests, including resending itineraries, checking refund statuses, and calculating baggage allowances. This ensures that users seeking assistance enjoy a quick and smooth experience. Accessible on selected pages of the Scoot website—without requiring a login—and via WhatsApp, the chatbot supports both text and audio inputs in English, Simplified Chinese, and Traditional Chinese.

In May 2021, Scoot introduced live chat support for customers through our website. With live chat, customers can have real-time, text-based conversations with our live chat agents anytime, anywhere on their own device. Customers can be transferred to live chat through Scoot's chatbot M.A.R.V.I.E. when their query is not resolved to their satisfaction. By immediately following up with assistance by a live chat agent for more complex issues, customers can continue to receive support seamlessly, without having to switch to email or call centre.

In March 2019, to improve communication to passengers during flight disruptions, Scoot launched a mobile-friendly online portal for customers affected by delayed flights. Affected customers can log in to the platform with their booking reference number and name to access real-time information about their delayed flight as well as any meal, ground transport or accommodation arrangements prepared for them.

Scoot has been moving customer service processes to automated online self-service options where feasible. Customers can make selections at their own convenience, thereby improving processing time.

For example, on occasions where schedule or operational changes require us to seek volunteer passengers who can be flexible with their travel dates, passengers can self-serve from their mobile device. Responses are instant, processing time is reduced, and the overall customer experience improved. Other customer service processes that have been converted to automated self-service options include flight refunds and missing baggage tracking.

In the unfortunate event that checked luggage goes missing, passengers can track their case directly through Scoot’s third-party baggage tracking service, after filing a baggage report. To simplify the recovery process, passengers can also update their delivery and contact information to receive notifications on the status of their baggage recovery.