TR21 Cancellation

[glasszon]

TR21 was cancelled today due to TR20 having to divert to MEL due to weather, my mother was supposed to be on that flight and she said Scoot isn't offering any assistance to passengers even though it's nearly midnight when they cancelled the flight.

I know this is one of those "you get what you paid for" when flying with LCC, but I just wanted to get everyone's wisdom as to whether she will have better luck getting some type of compensation in Singapore if she keep her receipt? Or will they her to pound sand given the cancellation is caused by weather?

 

[MEL_Traveller]

From the Scoot conditions of carriage:

9.4 – DELAYED/ CANCELLED FLIGHTS (UNCONTROLLABLE CIRCUMSTANCES)
Uncontrollable circumstances include but are not limited to weather conditions at point of origin or destination or en-route to other ports, industrial action caused by staff not directly employed by Scoot, air traffic control requirements/ restrictions, or closure of runways.
If your flight is cancelled due to an uncontrollable circumstance, we will try our best to put you on the next available Scoot flight between the same origin and destination as soon as possible, at no additional cost. If we are unable to provide you with a flight, or if you postpone your travel, we will offer you a travel voucher at least equal to your itinerary value, valid for twenty-four (24) months from the date of issue excluding any amounts for third party products and services. Except as provided in a Convention or applicable law, we will not pay any costs or expenses you incur as a result of the uncontrollable delay or cancellation. We strongly recommend you obtain comprehensive travel insurance to cover all your travels.

Doesn’t look like they pay costs.

They should rebook on the next available service, but that could be tricky depending on loads just before Christmas.

Australian Consumer Law *may* kick in to allow a refund, although as it was due to weather not sure if a credit voucher is ok.

 

[glasszon]

Thanks, I know even EU261 won't cover you when it's weather related, just thought it's worth to confirm.

What is the usual protocol for getting people back to the terminal when an international flight is cancelled at the gate? I was told the group of passengers just walked back out to the terminal without going through immigration and people get to keep their duty free items with them.

 

[MEL_Traveller]

Thanks, I know even EU261 won't cover you when it's weather related, just thought it's worth to confirm.

What is the usual protocol for getting people back to the terminal when an international flight is cancelled at the gate? I was told the group of passengers just walked back out to the terminal without going through immigration and people get to keep their duty free items with them.

EU261 still requires ‘duty of care’ assistance, even for weather. Which really annoys the airlines. But it does give them an incentive to move people on and get them to their destination.

If an international flight is cancelled you shouldn’t be able to walk back landside. Into the terminal yes, but not to actually cross the border. Pax would have to go thru immigration given there could have been connecting pax who have no ability to land in australia.

Dunno the score with duty free. I guess it’s too small fry to worry about, and technically, the good *have* left the country by going airside!