Scoot has issued an apology after some passengers were left in the dark about significant changes to their flight schedules from Bangkok to Singapore.
Scoot has issued an apology after some passengers were left in the dark about significant changes to their flight schedules from Bangkok to Singapore. On February 2, a passenger flying on flight TR617 was left confused when she couldn’t locate the check-in counter or automated kiosk at Bangkok’s Suvarnabhumi Airport, only to discover that her flight had been delayed by four hours.
The passenger, Dee, arrived around 5:30pm, expecting her flight to depart at 9:35pm. However, when she approached an airport staff member, she was told that no check-in counters would be open until around 9:30pm, as her flight had been rescheduled to depart at 12:35am the following day. Despite the change, Dee had not received any prior communication from Scoot regarding the delay.
Dee expressed her frustration, stating that she expected at least an email notification about a four-hour schedule change. Though the delay did not cause her major inconvenience, she empathised with families and travellers who would struggle with the prolonged wait. When passengers finally boarded, they were informed that the delay was due to the aircraft arriving late from another destination. While understanding that this was out of the airline’s control, Dee emphasised the importance of keeping passengers informed.
Another passenger, Ang, faced a similar issue with her flight on February 3. Her flight, TR611, was originally set to depart at 6:35pm but was delayed by seven hours, rescheduled to 1:55am on February 4. Ang only realised the change when attempting to complete her online check-in the day before departure. Despite the significant delay, she received no notification from Scoot regarding the schedule change.
The delay was later extended further to 2:40am on the day of departure. Ang, exhausted by the long wait, said that she would seek compensation through an insurance claim, though the delay notice she received from Scoot only addressed the last-minute two-hour delay and did not acknowledge the original seven-hour rescheduling.
Scoot later explained that a notification issue had affected a small number of passengers, including those on flights TR617 and TR611. The airline apologised for the inconvenience, assuring passengers that the issue had been resolved and that they are committed to providing timely notifications moving forward. Affected passengers were gradually informed of the changes, and assistance was provided to those arriving at the airport for their original flight times.
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