Covid updates from Scoot

Picture by : Gan Yung Chyan                   / KUCINTA SETIA The past month has been extraordinary for us all, especially those largely confined to home. Singapore’s circuit breaker certainly made it a memorable start for me: on my fourth day in the office everyone went home and didn’t return… although I don’t think it’s personal.  On 9th April Scoot announced a new refund policy for flights cancelled due to Covid-19, making us one of the first airlines to provide customers the choice of either a cash refund to the original form of payment, or a travel voucher worth 120% of the original ticket’s value. Since then we have processed nearly 75,000 cash and voucher refunds, and our team is hard at work on the remainder, which are being actioned by departure date. If you are still waiting, thank you for your patience. Please bear with us a little longer whilst we get to yours. With most aircraft grounded, many of our staff have been deployed to assist with refunds and customer service requests, whilst many others are helping Singapore’s national Covid-19 response. For example, hundreds of our crew are helping at the People’s Associations and Ministry of Social & Family Development, with dozens more at hospitals around Singapore supporting healthcare professionals. We are proud of the work they are doing and heartened by the spirit with which they are doing it. Scoot has also been supporting the repatriation of Singaporeans and residents with flights to/from Wuhan, Chennai and Kuala Lumpur. We are also doing our part to maintain the supply chain through regular service to both Perth and Hong Kong, and many all-cargo charters to other cities. Our teams both in Singapore and overseas see these as important missions and are appreciative of the chance to contribute. Of course, this is still a far cry from Scoot’s normal scale of connecting people and places, and we can’t wait to get back in the air in a bigger way. With signs of progress in the fight against Covid-19, and of some economies opening up, we are starting to see relaxation of travel restrictions. As and when travel resumes, however, rest assured that we will be following all government requirements on social distancing, safety equipment and cleaning. We are committed to keeping you, and our staff, safe. It has indeed been extraordinary. And the efforts shown by everyone doing their part to keep things going and community spirits up, have been nothing short of that. It seems extraordinary times have triggered an extraordinary response, of resilience, of kindness and of strength. So until we get back in the air, here’s a message from the Scoot team. As they say: Stay safe. Stay healthy. Stay strong. We’ll be here when it’s time to fly again. Campbell Wilson, Scoot CEO

Our Refund Policy All customers with bookings made on or before 15 March 2020 travelling on flights scheduled to depart between 23 January and 30 June 2020 but which were cancelled, we now offer two options to claim a refund. A 100% refund via the original method of payment, or A 120% refund in Scoot vouchers, valid for 12 months.