A netizen reached out to Singapore Uncensored stating his difficulties to get a refund from Scoot.

He said that the matter has been dragging for months and till now it has not been resolved.

Here is the story:

I booked a flight to Bangkok for 12th July via the Scoot website.

Both me and my partner were travelling together but unfortunately both of us were tested positive for COVID on 11th July. I called Scoot’s hotline to reschedule my flight and spoke to their CSO Vinaa.

I asked her what I needed to provide and how do I go about to re-book my flight.

She gave me 3 options:

I can rebook my flight within 14 days.

Receive a voucher

Get a refund

As I was going for major surgery, I explained to her that I had to wait for 30 days therefore, option 1 was not suitable for me. As such, I chose option 3 so that I can use the refund amount to rebook my flights. She mentioned that I needed to send in my doctor’s memo stating we are COVID+ and a photo of our ART results. I checked thrice if that was all the documentation needed and she said yes.

After submitting the documents, on the 5th day when I was feeling better, I called again and spoke to another CSO. The person mentioned that my case was still under process. On the 7th day, I called again and was told the same.

Two weeks later, I receive an email from CSO Vinaa telling me that my refund was rejected because I did not provide a PCR test and other supporting documents.

I replied that Vinaa did not mention the need for a PCR test and we did not do one as we are both fully vaccinated. 

A week later, I called them again as I did not hear from them and spoke to Shalini. She told me that my case has been escalated to the refund team and that the manager will call me within 7 days also stating that my refund is being processed. Days passed, and again I do not hear from them. I called them again and I was told that I will be refunded within 1 month. A week later I checked my account, emails, I don’t see anything from Scoot.

I have gone to BKK, did my surgery and I am back in Singapore but still no news about my refund.

I called Scoot, and after waiting for 1.5 hours, I finally got through and spoke to Akram. After getting my case ID, he puts me on hold and the line gets disconnected. Thinking it was a technical problem, I call them again three days later. The CSO gets my case ID and again, the line gets disconnected! Now, I am curious because I am certain this cannot just be a technical error – twice. So, the next day, my partner calls Scoot from her workplace, she even goes on to tell the CSO not to cut the line, but again after getting the case ID, the line gets cut!

What is going on?

Why am I not getting an update and what kind of service hotline simply cuts a line? It has been 2 months. From the Facebook page, I noticed many others facing similar situations.

What is your reason for this? While I understand that processes take time, should we at least get accurate information and updates on our cases? I have my fair share of working in a call center, doesn’t Scoot have an SLA standard to keep up?