After the announcement by low-cost airline Scoot that they will be offering voucher refunds for the full value of air ticket bookings made on or before 15 March 2020, for travel up to 31 May 2020, they have swiftly made another announcement today (17 March 2020) that a self-service refund option has been launched on their website. These new services were implemented to help customers who are changing their travel plans due to the COVID-19 outbreak.
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The self-service refund is an enhancement from Scoot’s “Manage My Booking” portal on our website, and will allow customers to submit their refund requests online at their convenience.
The refunds, in the form of Scoot travel vouchers, will be processed within 30 business days. Customers who booked their flights through third-party booking channels or travel agencies are advised to contact the relevant channel or agents for assistance.
These vouchers are valid for 12 months, and can be used for rebooking travel at a later date, when customers can firm up their new travel plans.
For all bookings made on the Scoot website, mobile app or WeChat mini booking site between 15 March and 31 May 2020, the airline will also extend a one-time free date change (fare difference may apply). For these bookings, the one-time free date change can be utilised up to four hours before scheduled flight departure time, for travel up till 31 March 2021.
This is because Scoot’s call centre based in the Philippines has suspended its operations, with effect from 17 March 2020, as a precautionary measure by the Philippines government. This call centre offered English, Japanese, Korean, Bahasa Melayu, Bahasa Indonesia, Vietnamese, Thai, and Tamil language support.