I have been to so many awesome travel destinations, and have safely flown with the Scoot Airlines (and Tiger Air) quite a few times before. It has always been a smooth sailing with the airline. For example, in my Australia and New Zealand trip, I flew with scoot, and it was a great experience. You could book a Tiger Air flight using Scoot’s website, or vice versa. However, when I booked a return flight ticket from Singapore with Scoot on 20th March 2017, it was a very painful experience. I had booked Tiger Air flight using Scoot’s website. I don’t mean to malign the image of the Scoot airlines, but the fact must be told, and must be realised.
Here is my story.
I was trying to find a proper return flight for the Philippines – mainly to visit Boracay, and Palawan. I looked into the possible flights, and Scoot seemed to be a good airline as per my plans, and the previous experiences. So I tried booking Singapore-Manila, and Boracay-Singapore flights with Scoot.
Related post: Shandong Airlines Review – Suzhou to Shanghai Pudong Airport, Then Flight to Harbin Airport.
I was trying to book the ticket using the multi-city option provided on the official website of Scoot. For the payment, I initially chose to pay by card. Since I was using a DBS card, I entered my DBS bank’s card number and other details. Moreover, I didn’t want the card number to be entered again in future; I chose the option “remember my card details”. Soon I got a one-time password (OTP) on my phone – by the DBS bank. OTP is really a good security feature. During the booking process, I realised that I needed more time to think if I can travel as per the earlier entered schedule. So, I didn’t enter the OTP in the browser, and I cancelled the booking. No money was deducted from my account, and there was no issue till now.
After further brainstorming, I started the booking process again. This time, I chose to pay using the AXS station, where you can pay the booking amount within 24 hours. I confirmed payment by AXS (which required an extra fee – SG $5). It was already around 8.30 PM, and I was quite tired with the busy working day, and planning my trip. So I decided to make the payment the next day. I forgot that Scoot already had my card details.
The total prize for the aforementioned itinerary was SG $394.4. But since I had chosen AXS, there was an SG $5 additional charge. In any case, the total amount was not more than SG $399.4.
By the midnight, I had decided to not fly actually. In this case, I was not supposed to do anything –just don’t pay the amount using AXS, and your flight itinerary gets cancelled (the itinerary is anyway not confirmed until you pay the total booking amount).
Next day, when I checked my bank account by internet banking, I realised that a sum of SG $414.4 was deducted from my account. I realised that the airline had already deducted the full amount from my account. I was really shocked, as I never chose to pay using a credit card. That means I never got the OTP from my bank. It’s just that Scoot had my card details, and they deducted the money. I never authorised them to deducted money from my account. Moreover, the amount deducted was not SG $399.4, it was SG $414.4. That means there was an overcharge. The drama had already begun. Here is the screenshot from the email that I had received:
As you can see, the official payment receipt depicts two final prices – SG $399.4, and $414.4 – a contradiction. Moreover, the amount of SG $399.4 included an additional amount of SG $5 for payments using the AXS station. I never visited the ASX station to make payment for the aforementioned booking. Let me repeat – I never made the payment using the AXS station.
I immediately called the customer care- it was 21st March. There were lots of pre-recorded message on phone. Finally, I managed to talk to a customer care representative. They acknowledged the mistake by the system, and assured me that they will escalate the issue. They also asked me that they would get back to me in 24 hours.
I got a call the next day -22nd March. When I picked the call, it immediately got disconnected. Got the call again, and it got disconnected – immediately, again. At the third time, I was able to talk to them. The call was from Scoot.
They told me that they can only return me a voucher for the equivalent amount. The voucher was supposed to be valid for 6 months, and I could use it to make a one-time payment (can’t use the voucher twice). I only wanted the cash. But they didn’t agree, and insisted that I could only get the voucher. I didn’t want to further debate on this, so I agreed to receive the voucher. Then I was put on hold for a few minutes as the representative wanted some clarification from other officials on her side.
When the representative got back, she told me that she was not sure if there could be a refund or a voucher could actually be given as a refund. She again told me about escalating the issue, and assured me an update within next ~38 hours.
I didn’t hear from them for next two days. I finally called the customer care executive – it was 25th March. It was so frustrating experience. I was waiting for talking to the customer care executive, and I was told that the approximate waiting time is 10 minutes (pre-recorded messages). After more than 10 minutes, I was again told that the waiting time is 10 minutes. There were also suggestions to call some other time. Moreover, I kept hearing a message something like “All the English speaking representatives are busy. If you want to talk to a mandarin speaking representative, press 1; continue to hold the line otherwise”. 🙂
Anyways, I managed to talk to the customer care representative finally. The representative acknowledged that there was an overcharge. He even said sorry for that, and blamed the “system malfunction” as the possible reason for the overcharge. However, he just wanted to refund the overcharged amount. I was again and again told that it’s not the policy of the airline to refund the money. After my continuous repetitions that I never authorised the payment, the representative said that he will escalate the issue! Third escalation promise – how frustrating.
Stand of my bank
I did contact my bank (DBS bank) using the hotline number (+65 6327 2265). They suggested me that the best way to get the money back was to liaise with the merchant (i.e. Scoot Airlines). They also asked me to get the official stand of the merchant (in the form of emails, etc.). If I can provide the DBS bank with the official stand of the merchant, the DBS bank can file a dispute case. Moreover, the chances of getting back cash would be less – the DBS representative emphasised. You see – it’s becoming more and more complicated.
Refund status with Scoot Airlines (25th March)
I still had no clue if I would be given the refund. But one thing appeared to be very sure – I won’t get the cash. I’d most likely get the voucher (if at all I get something) that must be used within a given time period. Here is the status for your reference –
Status (30th March)
I received a phone call from one of the representatives of the Scoot Airlines, and I was told that a voucher would be issued within 6 to 8 weeks for the entire amount.
Status (15th May 2017)
I received an email from the Scoot Airlines with a voucher for SGD 414.40 with the detailed terms and conditions. For example, I am expected to spend the whole amount in a single booking. I will paste the screenshot of the terms and condition here for your reference.
Current Status (16th Sep 2017)
I still didn’t have any plans for travelling with the Scoot Airlines. However, since the voucher was transferable, I was actively trying to find someone to buy it. Finally, I listed the voucher on Carousell. A few people agreed to buy, but unfortunately never showed up. Eventually, I was lucky (?) and managed to sell the voucher to another person for SG $373. Basically, apart from all the time wastage and headaches, I incurred a loss of SG $41.4.
So people don’t repeat the mistake that I unconsciously committed! It’s not just about the Scoot Airlines, but rather be careful with any airlines as they might deduct money from your account if you give them your bank card details. You don’t just risk the money; you also risk your precious time. Airlines can be friendly until you have made the payments, afterwards, you just don’t have any control. You can obviously call them, hear too many pre-recorded messages, and request for the refund of your hard earned money. But is it really worth the trouble? Why not take enough precaution at the very first place?
That’s it about the overcharging incident. I hope the Scoot Airlines would be more careful in future.
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With love. 🙂
Last updated: Saturday, June 6, 2020
I just really like what you’re up to, and how you show and discuss it!.
Well articulated but I believe the responsibility should be with your bank DBS since they allowed the merchant to process without authorization. What is the point of a OTP if they allow the merchant to simply process it anyway?
I would hold my bank accountable in this situation and if no luck, I would change banks.
You have a valid point. Hopefully, in the future, people will benefit from the whole saga.
Cant agree more. 6 to 8 weeks waiting time to get voucher is really irritating.
Exactly, I hope the Scoot Airline would sincerely introspect the whole booking process. No need to complicate the AXS payments or delay a voucher delivery. 🙂
Thank you for discussing this matter. It’s 2019 and I believe Im encountering the same issue. I booked a return flight from Sg to Manila and decided to pay via axs machine. I’ve been to the axs machine for 3 times within this 24 hour limit and it says my booking reference does not exist. But when I checked it through scoot website, it was there. I was thinking to just pay via my masters card but when i clicked that option, an additional 20$ fee is included, hence an overcharge.
I was searching through the internet on how to solve this matter. Im so glad i read your post. I might as well just book a new one through a different airline. Lucky I didnt put my card details yet.
Thanks as well for sharing your experiences, let’s hope things would get better in near future. God bless!
worst experience of flying with Scoot. I had booked tickets from Bali to Singapore and the scoot exrcutives had denied to onboard us inspite of being there 1 hour before scheduled departure. Scoot executives were so inconsiderate that inspite of seeing two ailing sgrd passengers on the wheelchair, they did not consider any request. We were there at the airport 2 hours before the scheduled departure hiwever because of luggage mishandling by the airport authorities it took us some time to reach the checking counters primarily as two of the four passangers were on wheelchair. The exrcutives sitting at the counter were very rude and inspite of multiple requests and proof of submission of luggage mishandling, they did not let us in. We were stranded at the airport and the scoot executives did not even help in booking an alternate ticket. Imagine the harrassment faced with two aged disability passangers. I connected to scoot customer care in Bali as well as singapore however they just made me wait on the call and no resolution or alternate arrangements were provided. I ended up spening huge money on international calls to customer care executives in both countries but no suppory was provided. It was a nightmare for me and would never recommend this air line to anyone. They are cheats and inspite of being in so called hospitality space there custoner service standards are pathetic to say the least
Sorry to hear about your issues. Hope things would get better in the coming future. Best.