26/05/2022, 14:48 Covid-19 Customer Servicing Policy

Covid-19 Customer Servicing Policy

Travel Requirements

 
As travel restrictions and measures remain dynamic, we understand that your travel plans may evolve too. As our Scoot
team continues to deal with high volumes of calls, here are other ways to request assistance.

1. For general booking enquiries, customers may reach out to us via Support. Customer will receive an email once their
request has been reviewed.
2. Customers with bookings made through a travel agency or other third-party platforms, please contact them directly
for assistance. Do note that these parties may charge additional fees, depending on the terms and conditions of the
booking.
3. Customers with bookings made through Singapore Airlines and ticket numbers beginning with 618 should contact
Singapore Airlines directly
for assistance.

Refund Eligibility

In general, Scoot tickets are non-refundable unless the bookings meet the refund eligibility as provided below or due to
exception circumstances as per our Conditions of Carriage Section 4.2 and 4.5. For such enquiries, please submit your
refund request submit through our webform with supporting documents for our further review. Please select the
applicable options when submitting the webform:

Case Category: Enquiry

Sub-Category 1: Refund

Sub-Category 2: <To select as appropriate>    

Customers with existing bookings that meet the conditions below are eligible for a refund via the original mode of payment
or refund via a 120% travel voucher.1

Destination/Ori
Flight Number Booking Date Travel Period
gin
 
On/before 21 January 5 February 2022 to 28
TR8, TR16 
2022  February 2022
Perth

On/before 17 January 1 February 2022 to 28

TR9, TR17
2022 February 2022
On/before 28 28 November 2021 to 26
TR12
November 2021 March 2022
Sydney

On/before 8 March 27 March 2022 to 29

TR3
2022 October 2022
On/before 28 28 November 2021 to 26
TR18
November 2021 March 2022
Melbourne
On/before 8 March 27 March 2022 to 29
TR25
2022 October 2022
TR452, TR453, TR456, TR457, TR466, On/before 19 29 November 2021 to 26
Kuala Lumpur
TR467, TR472, TR473 November 2021 March 2022
17 March 2022 to 25 March
TR428, TR429
On/before 15 March 2022
Penang
2022 27 March 2022 to 28
TR498, TR499
October 2022

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On/before 26 14 December 2021 to 26

TR607, TR611, TR751
November 2021 March 2022
On/before 22 23 December 2021 to 4
TR606, TR610, TR750
December 2021 January 2022
Bangkok
On/before 9 February 27 March 2022 to 29
TR625
2022 October 2022
On/before 17 23 March 2022 to 28
TR753
February 2022 October 2022
London/ On/before 17 22 March 2022 to 27
TR753
Singapore February 2022 October 2022
On/before 16 14 December 2021 to 27
TR675
February 2022 October 2022
On/before 16 14 December 2021 to 29
Chiang Mai TR677
February 2022 October 2022
On/before 22 23 December 2021 to 4
TR674, TR676
December 2021 January 2022
On/before 16 14 December 2021 to 29
Phuket TR653
February 2022 October 2022
On/before 22 23 December 2021 to 4
TR688
December 2021 January 2022
4 March 2022 to 26 March
Krabi TR689
2022
29 March 2022 to 29
TR687
October 2022
25 February 2022 to 29
Hong Kong TR981
October 2022
4 March 2022 to 29
Clark TR387
October 2022
On/before 16 4 March 2022 to 29
Cebu TR385
February 2022 October 2022
4 March 2022 to 25 March
TR361
2022
Davao
27 March 2022 to 28
TR381
October 2022
24 February 2022 to 26
TR9597
March 2022
Jeddah
28 March 2022 to 29
TR597
October 2022
16 March 2022 to 28
Amritsar TR509
October 2022
On/before 8 March 16 March 2022 to 28
Coimbatore TR541
2022 October 2022
15 March 2022 to 28
TR565
October 2022
Tiruchirappalli
On/before 11 March 21 March 2022 to 27
TR567
2022 October 2022
15 March 2022 to 29
Trivandrum TR531
On/before 8 March October 2022
2022 16 March 2022 to 28
Visakhapatnam TR581
October 2022
On/before 16 March 28 March 2022 to 29
Hyderabad TR575
2022 October 2022
Denpasar (Bali) 20 March 2022 to 21 March
TR289
2022

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26/05/2022, 14:48 Covid-19 Customer Servicing Policy

27 March 2022 to 23
October 2022

TR285
Applicable to flights
departing on Sunday and
Monday only
15 March 2022 to 29
Athens TR723
October 2022
On/before 8 March 16 March 2022 to 29
Ho Chi Minh City TR303, TR305
2022 October 2022
19 March 2022 to 29
Hanoi TR301
October 2022
 

If your bookings met the above conditions, you may submit your refund request before your flight departure through
Manage My Booking. If your flight has
departed, please submit your refund request through our webform for our review.
Please select the following options when submitting
the webform:

Case Category: Request

Sub-Category 1: Refund

Sub-Category 2: Other Refund Request

We will do our best to process refunds that meet our eligibility2 criteria within 30 business days3. Customers are advised not
to submit duplicate requests for any given booking. Should you receive an email
notification from us, please submit your
refund request via the link provided in the email.

Refunds exclude costs charged by, or for third party products and services. For your convenience, you will receive an email
notification once a refund has been completed, and you need not contact us directly to check the status of
your refund.

Customers who may not be eligible for refund and would like to rebook their flights on alternative dates may do so via
"Manage my Booking".
From now till 30 June 2022, Scoot is extending a one-time free date/time change (fare difference
may apply) to provide customers who are keen to travel, with more flexibility and confidence to plan ahead.

1 Travel vouchers provide you with the opportunity to make a booking anytime and to any destination within the Scoot
network. Valid for 24 months from the date of issue. Not applicable for group bookings or bookings originally paid for with
vouchers.

2 Refund requests that do not meet the criteria of our refund and servicing policy or are incomplete, will be rejected.
Customers are advised to read through the details as stipulated above prior to requesting for a refund, so as to avoid delays.

3 Credit card refund timelines may vary based on your bank. Customers are advised to wait for up to two weeks after
receiving a refund confirmation email from Scoot, to validate the refund status with their respective banks.

Flight cancellation by Scoot

Travelling soon? Check out travel advisories and other

useful information that will help with planning your
trip here.

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