Robbed by Scoot

Status
Not open for further replies.

sabre1

Junior Member
Joined
Mar 13, 2007
Posts
26
On 01 April 2019 I paid SGD 467.62 for a Business Class seat on Flight TR 16 departing Singapore to Perth on 05 May 2019. This fare provided a choice of seating. This was a Regular Public Transport flight (RPT).

On 18 April I received an email from Scoot advising me that they had engaged a charter operator to conduct Flight TR16. During subsequent telephone calls I made to Scoot office in Singapore, I was advised that the replacement aircraft did not have any Business Class seats and that I would not be allowed to pre-select my seat. I am aware that RPT operations differ from Charter Operations in many aspects, including safety. I also suspect that the Australian air safety rules do not allow an airline to transfer passengers from an RPT flight to a Charter category flight.

I made alternative arrangements to purchase a Business Class seat with Singapore Airlines on the same date. I understand that Singapore airlines is the parent company of Scoot.

I then contacted Scoot and asked for a refund of the amount I had paid for flight TR 16. I advised Scoot that the reason that I require a Business Class seat is that I have a physical disability.

I was told that Scoot would not refund my money. This is daylight robbery - Intending Scoot customers beware.
 
I don't think it was a charter - more a downgrade from a 787 to an A320 - all operated by Scoot.

Having said that, they should have handled it better.
 
The Frequent Flyer Concierge team takes the hard work out of finding reward seat availability. Using their expert knowledge and specialised tools, they'll help you book a great trip that maximises the value for your points.

AFF Supporters can remove this and all advertisements

I don't think it was a charter - more a downgrade from a 787 to an A320 - all operated by Scoot.

Having said that, they should have handled it better.

"Due to tighter aircraft utilization across our network, we have engaged Singapore Airlines to charter our TR 16 Singapore-Perth / TR 17 Perth-Singapore flights from 01 to 31 May 2019 to minimize inconvenience to our guests and to ensure on-time performance. These flights will be operated with Singapore Airlines' Airbus A330 aircraft. You are strongly advised to read through this email which contains crucial information pertaining to your flight and be informed on the alternative arrangements." Yes it was a Charter category flight
 
It's a wet/dry lease arrangement with SQ but wonder why they advised you there were no business class seats... Did you pay by credit card?
 
"Due to tighter aircraft utilization across our network, we have engaged Singapore Airlines to charter our TR 16 Singapore-Perth / TR 17 Perth-Singapore flights from 01 to 31 May 2019 to minimize inconvenience to our guests and to ensure on-time performance. These flights will be operated with Singapore Airlines' Airbus A330 aircraft. You are strongly advised to read through this email which contains crucial information pertaining to your flight and be informed on the alternative arrangements." Yes it was a Charter category flight

Fair enough, but you do realise that Singapore Airlines operates RPT services to Perth, so from a safety perspective it's just going to be BAU from SQ.

It's no different really to Qantas stepping in for Jetstar when needed.
 
If you have all your correspondence and you believe you are right then take Scoot to the small claims court here in Oz. I did this with Emirates about 5 years ago and won hands down, Pop into the courts and have a chat with them, they were very helpful and free advice
 
Oh dear. Sounds like they’ve really stuffed you up with bad advice from call centre. People on Flyertalk are reporting being transferred from Scoot Biz to SQ angled lie flat seats - albeit with economy service.

See here .... Scoot to Singapore Airlines - FlyerTalk Forums
Maybe that happened to some but this change was to a Charter Flight with aircraft that had NO business class seats and no business class service and no prior seat selection . Dont fly Scoot
 
Maybe that happened to some but this change was to a Charter Flight with aircraft that had NO business class seats and no business class service and no prior seat selection . Dont fly Scoot

I am confused. Up thread you posted that the flight would be operated on charter of Singapore Airlines A330. All SQ aircraft have business class, hence it would seem you have been told incorrect information (from other travellers experiences on the route), unless they are closing off the business class cabin completely. The bits about no business class service (all passengers in both economy and business cabin are served the same meal and no alcohol is available) and no seat selection are consistent with other reports though.
 
Believe me - the aircraft was all economy class. There should be no confusion. Also seats could not be pre-booked. Scoot would not give me a refund even though I purchased an alternative business class seat on a SIA flight with the mother airline, Singapore Airlines. I am sending a warning to all members who may be thinking of flying Scoot business - you will not get any money back if they change your flight to Charter category and you have to use an economy seat. Also - why should you fly in a Charter category flight when you purchased an Regular Public Transport flight with higher safety standards.
 
I can't go far back enough, but Scoot have definitely operated at least a few A320 services in place of the 788. Can't see what they operated on the 5th.

Believe me - the aircraft was all economy class. There should be no confusion. Also seats could not be pre-booked. Scoot would not give me a refund even though I purchased an alternative business class seat on a SIA flight with the mother airline, Singapore Airlines. I am sending a warning to all members who may be thinking of flying Scoot business - you will not get any money back if they change your flight to Charter category and you have to use an economy seat. Also - why should you fly in a Charter category flight when you purchased an Regular Public Transport flight with higher safety standards.

Charter is just the commercial agreement between Scoot and Singapore Airlines.

SQ running as a charter to Scoot or SQ running it as a normal RPT services would be run to the same standard.
 
Believe me - the aircraft was all economy class. There should be no confusion.

The reason for the confusion is that you said it would be operated by A330 in your post above. If it was A320 it is definitely all economy. But if it is an SQ A330 it would have business class seating. Did they say it in the email that there would be no business class seating or is it what your were told by someone in call centre?

If it was A330 that maybe why they are playing hardball on refund. Just trying to understand here.
 
I can't go far back enough, but Scoot have definitely operated at least a few A320 services in place of the 788. Can't see what they operated on the 5th.



Charter is just the commercial agreement between Scoot and Singapore Airlines.

SQ running as a charter to Scoot or SQ running it as a normal RPT services would be run to the same standard.
No - Charter is a category of flight operations and differs from Regular Public Transport (RPT). It was not a scheduled flight by SQ. I was advised twice that the aircraft seating was configured as all economy .
 
No - Charter is a category of flight operations and differs from Regular Public Transport (RPT). It was not a scheduled flight by SQ. I was advised twice that the aircraft seating was configured as all economy .
But the issue is that I was not given a refund for the business class RPT flight that I had purchased and was not provided by Scoot
 
No - Charter is a category of flight operations and differs from Regular Public Transport (RPT). It was not a scheduled flight by SQ. I was advised twice that the aircraft seating was configured as all economy .

From a passenger perspective it makes no difference. It certainly doesn't make any difference to the procedures (safety and otherwise) that SQ would use during the flight.

Yes, not getting business is a problem. But the concerns around it being a charter are nonsense in this case.
 
From a passenger perspective it makes no difference. It certainly doesn't make any difference to the procedures (safety and otherwise) that SQ would use during the flight.

Yes, not getting business is a problem. But the concerns around it being a charter are nonsense in this case.
 
Good point but the issue of paying for a business class seat and not getting one and then not getting a refund is the main issue.
 
I think you have every right to be angry, sabre1.

As others have noted, consider a credit card charge back or the small claims court.

I don't think there's any relevance to SQ being the parent company of Scoot so I wouldn't include that in your claim. Whether it was SQ or JQ or someone entirely different isn't relevant, I don't think.
 
Scoot's contract of carriage can be found here: https://cdn.flyscoot.com/prod/docs/default-source/doc-coc/scoot_conditions_of_carriage_final.pdf

While refunds are generally not given, 14.9 does provide for a refund in the event 'previously confirmed space is no longer available'.

You were booked in ScootBiz and for your flight, this confirmed space was no longer available.

You would therefore be entitled to a refund under 14.10.

I note via flightaware that Scoot has been operating an A320 on at least some flights recently. If this was the case, there would be no ScootBiz cabain, only economy.

If however they chartered a Singapore Airlines A330, you would have been seated in the Singapore business class cabin - the equivalent of ScootBiz in all respects (but actually a much better seat in your favour).

If the flight was indeed operated by an A330 you would not be entitled to a refund under Scoot's terms and conditions.

I don't have access to flightaware or flaightradar to check the aircraft that operated on 5 May. This might be the key to working out your entitlements.

(You don't appear to be claiming the cost of your Singapore airlines business class ticket which you used as a replacement. This would likely be outside any refund entitlement.)
 
Status
Not open for further replies.
Back
Top