I am extremely disappointed with my experience flying with Scoot on 2 April 2026 (Flight TR282, Singapore to Bali), which resulted in a completely avoidable denied boarding situation due to check-in staff mishandling.
Our group of six passengers, including an elderly wheelchair-bound passenger requiring special assistance, arrived at the check-in counter on time and submitted all six passports for processing. Your staff member held all our passports for an extended period but only managed to issue three boarding passes. We were then abruptly told that the check-in counter had closed and the remaining three passengers would not be processed.
At no point were we warned that we were at risk of missing check-in. More importantly, our passports were not returned in time for us to seek help elsewhere. This meant we were effectively prevented from taking any action to resolve the situation.
This is not just poor service — it is a serious failure in duty of care. If the staff member was unable to process our group, she should have immediately called for assistance instead of allowing the situation to escalate.
As a result of this:
- Three passengers were denied boarding despite being present on time
- We incurred significant costs for last-minute replacement flights
- We experienced extreme stress and disruption while travelling for a wedding
- An elderly passenger in a wheelchair was subjected to unnecessary hardship
What is even more concerning is the complete lack of response from Scoot after we reported the incident shortly after it occurred.
I have since submitted a formal legal complaint and escalated this matter to the relevant authorities. I expect accountability, a proper investigation, and compensation for the damages caused.
This experience has been deeply distressing and has significantly impacted what should have been an important and meaningful trip. I strongly urge Scoot to review their staff training, check-in procedures, and handling of passengers requiring special assistance.
Until this is resolved, I cannot recommend flying with Scoot.
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