Pre-flight

Booking Experience

Scoot’s website is a key channel for customers and often a first point of contact - from flight bookings to important travel information. To ensure an optimal website experience for users, Scoot introduced surveys from April 2019 to collect feedback from customers on their experience using our website. From the feedback received, Scoot has introduced improvements to the user experience, including streamlining the booking and payment pages.

Scoot’s mobile app, launched in December 2018, was designed to provide an intuitive, user-friendly, and frictionless booking process. The app is continuously improved with new enhancements and is currently available in Vietnamese, English, Bahasa Indonesia, Korean, Japanese, Mandarin (simplified and traditional) and Thai versions. We have introduced app surveys from 2022 to collect feedback about Customers’ booking experience. We use this information to improve our app features and performance in order to improve user experience. We have also launched a Flight Status countdown widget for users to add to Home Page for better user experience and for ease of tracking and accessing their upcoming flight information.

In 2018, Scoot launched a mini booking site on WeChat, a messaging and social media app, for customers from Mainland China. Customers are able to conveniently book flights and make payment via WeChat Pay, as well as manage their booking and check-in for their flight.

Scoot aims to create a low-touch, almost contactless pre-flight journey by leveraging digital technology.

For more information, refer to our web check-in page.

Scoot introduced zonal boarding and pre-recorded boarding announcements for flights departing from Singapore, aimed at reducing unclear announcements and crowding, and expediting the boarding process.

Another pain point that was identified through feedback was when customers did not realise that they were departing from a gate that led to a remote bay and had to board transport to the aircraft. This meant that more time was needed for boarding. To address this, Scoot put additional notices in the pre-flight web check-in email and at the check-in counters to remind such passengers to arrive earlier for boarding as they had to take a bus.