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Scoot failed to inform some passengers flying from Bangkok to S'pore about pushing back flights to 7 hours later
A passenger who was supposed to fly Scoot from Bangkok back to Singapore on Feb. 2 was left confused when she could not find the designated check-in counter or the automated kiosk for self-check-in on the day of departure.
She was left even more confused when an airport staff member informed her that there were no Scoot ground staff or check-in counters open for her flight scheduled on Tuesday.
However, the woman, Dee, told Mothership, she was not notified about this change beforehand.
She said she eventually approached a staff member at the information counter when she could not find a counter to check in.
She was then told the check-in counters for her would not start to open until around 9:30pm.
It was then that she realised that the departure time had been changed to 12:35am (Thailand time).
She checked her email for any alerts or notifications from Scoot, but found none.
The four-hour delay meant she would touch down in Singapore at 4:10am.
Expressing her disappointment with the airline, she said: "I would expect at least an email from Scoot if there is a reschedule of four hours, it is a pretty impactful reschedule."
While the delay did not have affect her as much, she expressed empathy for families with young children who would have to endure the long wait.
"Which, of course, is not their fault since it's out of their control, but they need to inform their passengers," she said.
Her new flight was rerouted to flight TR615 and would depart at 1:55am on Feb. 4.
She claimed that she did not receive any notifications from the airline about these changes, even up until the new departure time.
Additionally, her flight was further delayed to 2:40am on the day of departure.
The woman, Ang, told Mothership that she was extremely exhausted by the time she finally landed in Singapore.
Ang also said she would try to submit an insurance claim for the delay.
However, she added that the flight delay notice given to her by the check-in staff only accounted for the subsequent two-hour delay in departure time.
Photo from Mothership reader.
The issue has since been resolved, Scoot said, adding that they remain committed to providing timely notifications to all passengers.
Affected passengers were progressively notified, and assistance was provided to those who arrived at the airport for their original flight times.
Top photos from Scoot and Google Maps
A passenger who was supposed to fly Scoot from Bangkok back to Singapore on Feb. 2 was left confused when she could not find the designated check-in counter or the automated kiosk for self-check-in on the day of departure.
She was left even more confused when an airport staff member informed her that there were no Scoot ground staff or check-in counters open for her flight scheduled on Tuesday.
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It turned out her flight timing had been changed from 9:35pm on Feb. 2 to 12:35am on Feb. 3.However, the woman, Dee, told Mothership, she was not notified about this change beforehand.
No communication
The woman arrived at Bangkok Suvarnabhumi Airport at around 5:30pm (Thailand time), roughly three hours before her flight, TR617, was set to depart at 9:35pm (Thailand time).She said she eventually approached a staff member at the information counter when she could not find a counter to check in.
She was then told the check-in counters for her would not start to open until around 9:30pm.
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Dumbfounded, she double-checked the schedule for her flight.It was then that she realised that the departure time had been changed to 12:35am (Thailand time).
She checked her email for any alerts or notifications from Scoot, but found none.
The four-hour delay meant she would touch down in Singapore at 4:10am.
Expressing her disappointment with the airline, she said: "I would expect at least an email from Scoot if there is a reschedule of four hours, it is a pretty impactful reschedule."
While the delay did not have affect her as much, she expressed empathy for families with young children who would have to endure the long wait.
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When she finally boarded the flight, passengers were informed that the delay was due to the plane departing late from another destination."Which, of course, is not their fault since it's out of their control, but they need to inform their passengers," she said.
Another Scoot flight changed without notice
Another Scoot passenger, who was supposed to take flight TR611 from Bangkok to Singapore at 6:35pm the next day on Feb. 3, was also shocked to discover that her flight had been rescheduled to roughly seven hours later.Her new flight was rerouted to flight TR615 and would depart at 1:55am on Feb. 4.
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She only became aware of the change on Feb. 2 when accessing her booking to complete an online check-in.She claimed that she did not receive any notifications from the airline about these changes, even up until the new departure time.
Additionally, her flight was further delayed to 2:40am on the day of departure.
The woman, Ang, told Mothership that she was extremely exhausted by the time she finally landed in Singapore.
Ang also said she would try to submit an insurance claim for the delay.
However, she added that the flight delay notice given to her by the check-in staff only accounted for the subsequent two-hour delay in departure time.
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It did not reflect the rerouting of flight and original 7-hour change in departure time.
Minor issue causing delayed notifications
In response to Mothership's queries, Scoot acknowledged that the airline had identified an issue affecting delay notifications for a small group of passengers.ADVERTISEMENT
"Scoot sincerely apologises for the inconvenience caused by the retimings of flights TR617 and TR611, both operating from Bangkok to Singapore on Feb. 2 and 3, respectively."The issue has since been resolved, Scoot said, adding that they remain committed to providing timely notifications to all passengers.
Affected passengers were progressively notified, and assistance was provided to those who arrived at the airport for their original flight times.
Top photos from Scoot and Google Maps
