Scoot Cancelled Flight SYD-SIN

[bignbeefy]

Hi all,

I just had notification that Scoot have cancelled my SYD-SIN flight on 30th May. They have offered alternatives on other dates, but I have already booked connecting flights (and paid for) MEL-SYD to make the Scoot flight on Jetstar and then SIN-HKG on Tiger on 31st May.

Can anyone tell me Scoot's legal obligations to refund any expenses in re-booking connecting flights?

I do have insurance, but would rather Scoot pay for messing me around.

Thanks for any advice you guys may have.

Beefy

 

[markis10]

You need to check the conditions of carriage as to what the contract says, without doing so I would say they will have no obligations, you will also need to check travel insurance as many do not cover cancellation of flights by carriers before departure time, for instance TID: No cover for: Delays, rescheduling or cancellation of scheduled transport services caused by the carrier or related to the carrier, including maintenance, repairs, rescheduling, service faults or industrial activity other than a strike or corporate takeover.


Can you get a refund, for $400 you could rebook in QF the whole trip!

 

[bignbeefy]

Can you get a refund, for $400 you could rebook in QF the whole trip!

Where can I find this fare?? and what route? SYD-SIN-HKG ???

 

[markis10]

Where can I find this fare?? and what route? SYD-SIN-HKG ???

Its Sydney Singapore booked via expedia.com.br eg

[TD="width: 47%, align: right"]850.00 BRL [/TD]
[TD="width: 6%, align: center"]=[/TD]
[TD="width: 47%, align: left"]404.136 AUD [/TD]

[TD="width: 47%, align: right"] Brazilian Real [/TD]
[TD="width: 6%, align: center"] ↔ [/TD]
[TD="width: 47%, align: left"] Australian Dollar [/TD]

[TD="width: 47%, align: right"]1 BRL = 0.475454 AUD[/TD]
[TD="width: 47%, align: left"]1 AUD = 2.10325 BRL[/TD]

 

[MEL_Traveller]

Hi all,

I just had notification that Scoot have cancelled my SYD-SIN flight on 30th May. They have offered alternatives on other dates, but I have already booked connecting flights (and paid for) MEL-SYD to make the Scoot flight on Jetstar and then SIN-HKG on Tiger on 31st May.

Can anyone tell me Scoot's legal obligations to refund any expenses in re-booking connecting flights?

I do have insurance, but would rather Scoot pay for messing me around.

Thanks for any advice you guys may have.

Beefy

Under Australian consumer law, if Scoot have cancelled your flight (without a suitable alternative) you are entitled to a full refund without penalty... regardless of whether this is mentioned in any material provided to you by Scoot.

If you encounter any problems - ring the consumer affairs service in your state or territory (free service).

Re-booking of connecting flights is probably not their responsibility as they are offering a point to point service only. but it never hurts to submit a claim and see what you get.

 

[eastwest101]

You need to check the conditions of carriage as to what the contract says, without doing so I would say they will have no obligations, you will also need to check travel insurance as many do not cover cancellation of flights by carriers before departure time, for instance TID: No cover for: Delays, rescheduling or cancellation of scheduled transport services caused by the carrier or related to the carrier, including maintenance, repairs, rescheduling, service faults or industrial activity other than a strike or corporate takeover.

Can you get a refund, for $400 you could rebook in QF the whole trip!

I agree with all of markis10's comments there - if the OP is already booked JQ MEL-SYD, then Scoot TZ SYD-SIN and then Tiger SIN-HKG then several things spring to mind.

1. Why construct such an itinerary? Unless it is important/legitimate reasons to stop at SYD and SIN on the way to HKG? :shock:
2. Looking at the direct fares (0 stops only) available on ITA Matrix MEL-HKG on QF and CX around the 30th and 31st May gives you a possible clue as to why.
3. the OP is pretty much courting disaster with such a convoluted multi LCC itinerary unless all the fares are refunadble, and if they were - the fares would have totally negated the savings compared to just booking a direct or one stop QF, VA/SQ, VS or CX flight. As markis10 says LCC = effectively no insurance = no garuntees given
4. Note difference between Brazilian Expedia site and other sources of information!

 

[markis10]

By whole trip being rebooked I did mean rebooking the scoot legs!

 

[eastwest101]

Its Sydney Singapore booked via expedia.com.br eg

View attachment 14062

[TD="align: right"]850.00 BRL[/TD]
[TD="width: 6%, align: center"]=[/TD]
[TD="width: 47%, align: left"]404.136 AUD[/TD]

[TD="width: 47%, align: right"] Brazilian Real [/TD]
[TD="width: 6%, align: center"] ↔ [/TD]
[TD="width: 47%, align: left"] Australian Dollar [/TD]

[TD="width: 47%, align: right"]1 BRL = 0.475454 AUD[/TD]
[TD="width: 47%, align: left"]1 AUD = 2.10325 BRL[/TD]

:!:

Exact same flights (Y class) on exact same days costs AUD $698.68 on the Qantas Australian web site Qantas - flights to Australia, New Zealand, Africa and Asia. Book airfares at qantas.com. (plus some CC fees?) - I didn't go past the pax details page....

 

[jetlagger]

Hi all,

I just had notification that Scoot have cancelled my SYD-SIN flight on 30th May. They have offered alternatives on other dates, but I have already booked connecting flights (and paid for) MEL-SYD to make the Scoot flight on Jetstar and then SIN-HKG on Tiger on 31st May.

Can anyone tell me Scoot's legal obligations to refund any expenses in re-booking connecting flights?

I do have insurance, but would rather Scoot pay for messing me around.

Thanks for any advice you guys may have.

Beefy

Fortunately Scoot informed you well in advance, rather than the day prior or even travel day as can occur.
LCC De Ja Vu :shock:

 

[eastwest101]

Fortunately Scoot informed you well in advance, rather than the day prior or even travel day as can occur.
LCC De Ja Vu :shock:

Agree - at least by giving you some notice they have given you some options! I had a question for MEL_Traveller if they are still around with regard to this statement:

"Under Australian consumer law, if Scoot have cancelled your flight (without a suitable alternative) you are entitled to a full refund without penalty... regardless of whether this is mentioned in any material provided to you by Scoot"

Who gets to decide/adjudicate on what is the exact definition of "a suitable alternative flight" in this case, the customer or Scoot?

 

[JohnPhelan]

Each of your flights is with a different carrier. Presuming they are not all on one ticket (PNR), then you have three separate contracts with three different airlines. In such a case, it is the passenger that assumes all risk for cancellations/missed connections.

A good (but unfortunate) example of the fact that sometimes it is better to pay a bit more and fly on a ticket that combines all flight sectors in the one contract and therefore places the responsibility for connections onto the airlines.

 

[jetlagger]

A good (but unfortunate) example of the fact that sometimes it is better to pay a bit more and fly on a ticket that combines all flight sectors in the one contract and therefore places the responsibility for connections onto the airlines.

+1
IME sensibly so.

 

[MEL_Traveller]

Agree - at least by giving you some notice they have given you some options! I had a question for MEL_Traveller if they are still around with regard to this statement:

"Under Australian consumer law, if Scoot have cancelled your flight (without a suitable alternative) you are entitled to a full refund without penalty... regardless of whether this is mentioned in any material provided to you by Scoot"

Who gets to decide/adjudicate on what is the exact definition of "a suitable alternative flight" in this case, the customer or Scoot?

It will depend on the circumstances... if we were talking the MEL-SYD shuttle and they offered you a flight an hour later that would probably be suitable. Scoot cancelling and offering you a flight 24 hours later is probably not suitable. It is basic contract law of a breach being material or not. By way of example, the EU compensation rules about cancellations andor delays probably gives you a good context of what is considered suitable in the aviation industry... the less compensation owed by the airline = the more suitable an alternative is considered to be.

 

[Awesom Andy]

On a similar cancellation, I was offered the following:
1. The flight is automatically rebooked to the next day.
2. If this is unsuitable, I may call up to change the flight to an alternative date.
3. "Refund" into a voucher, which is to be used within 6 months.

They did not mention that a full refund is available, but this should be allowed under the law. I didn't pursue this option though, since I actually wanted to fly a day earlier after I've booked it so it worked out well for me. However, any changes would require management approval, and in my case, it took a week.

 

[MEL_Traveller]

On a similar cancellation, I was offered the following:
1. The flight is automatically rebooked to the next day.
2. If this is unsuitable, I may call up to change the flight to an alternative date.
3. "Refund" into a voucher, which is to be used within 6 months.

They did not mention that a full refund is available, but this should be allowed under the law. I didn't pursue this option though, since I actually wanted to fly a day earlier after I've booked it so it worked out well for me. However, any changes would require management approval, and in my case, it took a week.

yeah. Airlines can't exclude local laws. Of course they don't want to refund you (and they probably don't want to tell you either that it's an option), but they don't really have a choice if you were to formally ask for it. The bottom line is tat they can't take your money for an advertised service, cancel that service, and then not give you your money back (provided they don't come up with a suitable alternative as discussed above).


Edited to add he following from the scoot website... note the ** exception!!

If we stand you up:

I

f we cancel your flight due to a controllable irregularity, and inform you of the cancellation less than 24 hours before departure, we'll ensure that you get the next available seat on a subsequent Scoot flight within 48 hours at no additional cost and we will give you a SGD150 travel voucher for your travels in the future. If for any reason we cannot provide you with a flight within the next 48 hours, in addition to the SGD150 voucher mentioned earlier, we’ll offer you travel voucher equivalent to your itinerary value**.
If we inform you of your flight cancellation more than 24 hours before departure, please refer to our Conditions of Carriage for more details.
**For countries where refunds are mandatory, we'll offer you a refund equivalent to the value of your itinerary.

 

[toowongman]

Hi all,

I do have insurance, but would rather Scoot pay for messing me around.

Thanks for any advice you guys may have.

Beefy

You played the multiple LCC game and lost. Scoot will only give you what is legally necessary and probably with a fight. Try your insurance.

 

[repete]

Oh dear... reading this thread has made me feel rather unwell (and perhaps a little stupid - or some may even say a lot stupid!) As a graduating student paying for a family of 5 and organising flights for up to 5 more adults, I was really searching for savings! I "played the multiple LCC game" you might say with a Scoot booking from SYD-SIN at the start of August (booked before the QF sale!), with about 5 hours supposedly to connect to Finnair flights to MUC!! We're on our way to a family wedding, so let's hope there's no delays.
For the moment, besides feeling unwell about all this, I'm also curious if there was any reason given for why the original flight was cancelled? I thought Scoot had at least been fairly reliable to date, even if a squeeze on board!

 

[burmans]

yeah. Airlines can't exclude local laws. Of course they don't want to refund you (and they probably don't want to tell you either that it's an option), but they don't really have a choice if you were to formally ask for it. The bottom line is tat they can't take your money for an advertised service, cancel that service, and then not give you your money back (provided they don't come up with a suitable alternative as discussed above).


Edited to add he following from the scoot website... note the ** exception!!

Agree with this, the fact that they try and avoid offering a refund should not be interpreted as meaning they don't have to if you insist the other options aren't suitable. Just keep on insisting the other options are not suitable.

 

[AusTraveller]

I must add that I agree with the many comments about following up on your consumer rights and insisting on a refund. (My only hope is that this would be processed quickly for you). I would then suggest you follow up on Markis10's suggestion and visit the Brazilian Expedia site (either brush up on your Portuguese or use google chrome) perhaps even ditching the Jetstar leg and booking a direct flight on QF MEL-SIN* and then use your SIN-HKG booked for the following day.

Not only would you enjoy the full service you would likely save yourself a lot of stress!

Do let us know how you go

* I have not actually checked availability/flight times on expedia.com.br from MEL

 

[flying_double]

Scoot has cut back from daily to 6x weekly on SYD-SIN for 4 weeks in May - service reduction went thru the GDS about 2 weeks ago. Imagine there will be quite a few people being rebooked onto suitable alternative flights.