Do you know what’s more enticing and alluring than travelling? It is when airline companies listen to your grievances, acknowledge their shortcomings, and take practical steps to correct that mistake. There’s really nothing sexier than a service company that puts your needs before themselves.
I reckon that is the only reason why Scoot—in a move that would probably make rivals AirAsia and Jetstar Asia quake in their pants—made official their COVID-19 Travel Waiver Policy today to all customers who have been busy hitting that keyboard in anger and frustration.
All customers with bookings made on or before 15 March 2020 travelling on flights set to depart between 23 January and 31 May 2020 but which were cancelled, are now offered two options to claim a refund.
Previously, Scoot only offered the first option—a 100% refund in Scoot vouchers—to affected travellers, which in all honesty, makes no sense given that this situation with COVID-19 is unprecedented and unfortunately, has no end date in sight.
If your booking is eligible, you will receive an email very soon with detailed instructions on which option you prefer. This option applies even if, like me, you have already opted for the travel voucher and have received a confirmation email of the refund.
But if for some reason, you have already used the travel voucher, you will only be eligible to receive an additional 20% voucher value for use in future bookings. In this case, the early bird does not catch the worm.
If you’ve booked your flight through third-party booking channels or travel agencies such as Expedia or Booking.com, you are advised to contact the relevant channel or agents for assistance.
The refund process will take up to 14 weeks due to the volume of requests to process. So be patient, hor.
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